MTN Nigeria Vacancy: Service Quality Analyst

MTN Nigeria is the leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.MTN Nigeria is recruiting to fill the vacant position below:Job Title: Service Quality AnalystLocation: LagosJob DescriptionDrive improvement of service KQIs through deeper insights, trend analysis, Problem Management and advanced troubleshooting, of service degradations and customer escalations.Coordinates all the network related customer escalations from CR, CEM, Marketing, network functional departments and managed service vendors for quick resolutionDrive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)Provide service level demarcation/recommendation on ways to eliminate or reduce network problemsEngage with Managed Service Vendors to deliver improved Customer ExperienceLiaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closedRelating with Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectivesRelating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timelyFollow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvementsEnsure NPS and Customer Experience Index improvement as agreed by the business.Value created from customer engagement & OperationsValue from positive customer experience index/NPSWork with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality managementJob ConditionNormal MTNN working conditionsMay be required to work extended hours 

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