Officer - Total Quality Management BP, Customer Services at MTN Nigeria

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

MTN Nigeria | 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


  • 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.


  • First Degree in any relevant discipline
  • Fluent in English


  • 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
Interested and qualified candidates should:
Click here to apply online