Team Leader - QA Walkin SW.Customer Relations and Experience

Reports To: Manager - Channel Quality and Compliance

Division: Customer Relations and Experience

Mission:

• Lead a team responsible for ensuring channel operations meet the highest standards of quality and compliance, driving process improvements, audits, and risk management initiatives to maintain regulatory adherence, enhance customer satisfaction, and support business growth.

Description:

• Ensure Customers’ education and engagement on MTN Product offerings through dissemination of educational series.

• Plan and manage Frontline Knowledge gauge through test deployment.

• Collaborate with other stakeholders on the training of new hires on CEX & Compliance ethics.

• Ensure Periodic quality checks of the Walk-in shops PAN Nigeria to drive compliance to all set standards for an improved customer experience.

• Conduct Desktop audit of SIM related activities and processes across walk-in channel.

• Monitor and Flag Pre-registered SIMs & Unauthorized roadside agents-Continuous business leakages drives.

• Plan and manage the Audit of Certified SIM registration outlets, Pentagon Outlets and NIN enrollment locations for compliance to regulatory standards.

• Analyze customers' preferences, business problems and business opportunities in the trade to determine efficient and effective products and services

• Conduct mystery shopping for the Walk-in touch points and in the trade.

• Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.

• Identify and Carry out Second level assurance checks on system activities.

• Ensure periodic process Audit and monitoring of all systems and applications to check for system breach and mitigate fraud which may lead to litigation.

• Plan and facilitate Competition insights of all SIM Related activities (SIM Registration, SIM Replacement & MNP), products, services and trade insights and provide business with insights and opportunities for process, improved brand experience and value improvement.

• Provide operational supports to various projects through Training, certification of Agents, Application access creation.

• Ensure periodic review of channel Quality and Compliance walk-in process and procedure document to reflect current realities.

• Collaborate with business users to define processes that meet business needs

• 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.

• Create and facilitate customer satisfaction surveys and employee satisfaction surveys.

Education:

• First degree in any relevant discipline

• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization

• Resource planning experience, preferably within a call customer interfacing environment

• Vendor management

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).