Intelligence Match
Match: ??%
Unlock Your Personalized Match
Sign in to see your exact score breakdown and personalized insights.
Team Tagline
About the role
MTN Nigeria, part of the MTN Group and Africa's leading cellular telecommunications company, is seeking an Analyst - OLA (Operational-Level Agreement) to join its Enterprise Business division. Reporting to the Manager - Client Success Quality Management, the role focuses on maintaining quality standards through first-line evaluation and reporting of process flows to identify areas for process improvement.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Ensure process re-engineering; identify and implement process improvements.
- Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.
- Effectively execute stated policies and procedures for quality and performance management.
- Routinely monitor transactions performed by process owners to identify non-compliance.
- Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
- Proactively identify environmental constraints to quality delivery.
- Prepare quality documentation and reports by collecting, analysing and summarising information and trends.
- Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.
- Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.
- Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.
- Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.
- Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.
- Support the development, monitoring and benchmarking of team and individual quality and performance standards.
- Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises.
- Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.
- Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.
Job Application Safety Disclaimer
Your security and privacy are our top priorities. Please be aware that InStreamIQ will never ask you to pay any fees for job applications, placements, or training as a condition of employment.
Furthermore, legitimate employers will not ask for sensitive personal identification such as your Bank Verification Number (BVN), National Identification Number (NIN), or Passport details during the initial application phase. Do not share financial information or make any payments to individuals or organizations claiming to represent an employer. If you encounter any suspicious requests, please report the listing immediately via our support channels.