Officer – Total Quality Management BP, Customer Services at MTN Nigeria Full Time

MTN Nigeria is currently looking for a customer services for immediate employment. Interested persons are expected to apply. Kindly go through the full details of this position below:

Job Title: Officer – Total Quality Management BP, Customer Services

Job Identification: 1911
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager – Business Planning Process Design, Testing and Systems
Division: Customer Relations

Description

• Develop and review test scripts and test cases.
• Develop Product Concept and User Requirements Specification Documents.
• Coordinate & participate in User Acceptance Testing processes for MTN products and services.
• Provide input into Product Concept Documents and User Requirement from a testing and customer support perspective.
• Participate in the implementation of Frontline Empowerment Business initiatives.
• Carry out research on root causes of top Customer challenges and translate into criteria for allocation of priority on test cases.
• Ensure proper documentation of all user systems and provide user guides for new and/or modified systems.
• Design Visio Flow Diagram for Customer Journeys/Process.
• Provide support to the frontline on the use of deployed products, systems and services.
• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements.
• Communicate Processes, System Changes and enhancement to the Frontline Staff.
• Provide support to the MTN Self Service Channels.
• Provide support and resolution for system operational issues.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:

• 3 – 7 years’ experience including:
  • Experience working in a medium-sized organization
  • Experience in Customer Care and Management
  • Knowledge of MTNN’s product and services
  • Experience in a Call Centre environment
  • Knowledge of Process documentation
  • Use of Jira, Visio & Microsoft Office suites

Application Closing Date
6th February, 2023 (11:59PM).

Method of Application