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Officer, Total Quality Management(Supervisory) 224 views

MTN Nigeria is seeking qualified candidates as Officer, Total Quality Management(Supervisory) in Lagos.

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 Benchmarking 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


  • First  Degree In Any Relevant Discipline
  • Fluent In English


  • Minimum Of 3 Years’ Experience In An Area Of Specialisation; With Experience Working With Others
  • Experience Working In A Medium  Organization


  • People & Performance Management
  • Resource Management
  • Total Quality Management
  • Change Management

Minimum Qualification


Only candidates can apply for this job.
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