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
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
Interested and qualified candidates should:
Click here to apply online