MTN
Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse
community in Africa and the Middle East, our brand is instantly recognisable.
It is through our compelling brand that we are able to attract the right
talents who we carefully nurture by continuously improving our employment
offerings even beyond reward and recognition.
We are recruiting to fill the vacant position
below:
Job Title: Officer, Total Quality Management
(Supervisory)
Location: Nigeria
Job Description
- To assist in the maintenance of
established quality standards through first line evaluation and reporting
of process flows with the aim of identifying areas for process improvement
- Ensure value creation by
optimising business projects and activities
- Effectively execute stated
policies and procedures in respect of quality and performance management.
- Routinely monitor transactions
performed by process owners to identify non-compliance.
- Assist in the application of
practical performance boosters.
- Participate in day-to-day
performance and quality monitoring exercise.
- Proactively assist in
identifying environmental constraints to quality delivery.
- Assist in preparing quality
documentation and reports by collecting, analyzing and summarizing
information and trends including failed processes, stability studies,
recalls, corrective actions, and re-validations.
- Participate actively in the
administration of customer satisfaction surveys and employee satisfaction
survey.
- Assist in the maintenance of
records, data and information in relation to quality assurance within the
CR Division, ensuring easy access and retrieval of information
- Identify and communicate audit
gaps to all stakeholders, follow-up to ensure audit recommendations are
implemented
- Continuously seek
self-professional development to sharpen skills and capabilities in a
versatile and evolving digital landscape.
- Foster active collaboration and
relationships with employees across all levels and divisions in line with
MTN’s VB and values.
- Assist line managers in the
development of team and individual quality and performance standards.
- Facilitate target setting and
performance contract development for all employees.
- Assist in monitoring and bench-marking performance across and within teams, effectively isolating
good and under performers.
- Calibrate calls within the
Online Assistance Centre to ensure compliance to CR quality management
metrics.
- Conduct daily Call evaluation
within the Online Assistance Centre adhering to agreed standards.
- Conduct periodic audit for the
division ensuring service standards are adhered to.
- Conduct quality gap analysis.
- Conduct mystery shopping for
the customer touch points.
- Conduct weekly, monthly,
quarterly audits for the Walk In Assistance Centre.
- Report deviations.
- Deliver quality assurance (QCG)
training for customer care representatives.
- Assist the Quality Assurance
Team Lead to ensure the implementation of the Quality Assurance
recognition program in the Online and Walk In Assistance Centre
Job
Condition
- Normal MTNN working conditions
- May be required to work
extended hours
- Open plan office
Experience
& Training Education:
- First degree in any relevant
discipline
- Fluent in English
Experience:
- Minimum of 3 years’ experience
in an area of specialization; with experience working with others
- Experience working in a
medium organization
Training:
- People & Performance
Management
- Resource Management
- Total Quality Management
- Change Management
Minimum
qualification:
- BA, BEd, BSc or HND
Application Closing Date
4th December, 2018.
Method of Application
Interested and qualified candidates should:
No comments:
Post a Comment