Job Title: Analyst – OLA (Operational-Level Agreement)
MTN Nigeria is a leading telecommunications company and part of the MTN Group, which operates across Africa and the Middle East. The company invests in talent development and continuous improvement to deliver quality services and strengthen customer relationships.
MTN Nigeria is recruiting to fill the position of Analyst – OLA (Operational-Level Agreement) in Ikoyi, Lagos.
Job Details
Company: MTN Nigeria
Location: Ikoyi, Lagos
Division: Enterprise Business
Job Identification: 7781
Reports To: Manager – Client Success Quality Management
Employment Type: Full-time
Job Summary
The Analyst – OLA will support quality assurance and performance management by evaluating processes, identifying compliance gaps and recommending improvements. The role also involves monitoring service delivery, investigating performance issues, tracking corrective actions and ensuring adherence to established quality standards and contractual service agreements.
Responsibilities
- Review existing processes, identify inefficiencies and implement process improvements.
- Conduct quality-gap analyses, recommend corrective actions and track implementation to completion.
- Implement established policies and procedures for quality assurance and performance management.
- Monitor transactions and activities performed by process owners to identify non-compliance.
- Track compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
- Identify operational and environmental constraints that may affect service quality.
- Prepare quality documentation and reports by collecting and analysing data on process failures, stability studies, recalls, corrective actions and revalidations.
- Analyse incident, service and system performance data to identify trends, recurring problems and improvement opportunities.
- Monitor planned and unplanned service outages, assess customer impact and track corrective actions through to resolution.
- Track service delivery performance, escalate delays and coordinate corrective measures with fulfilment and support teams.
- Validate service-level agreement (SLA) breaches and determine applicable service credits or penalties in accordance with contractual terms.
- Process approved credit notes and chargebacks, maintain supporting documentation and report potential financial exposure.
- Support the development, monitoring and benchmarking of individual and team quality and performance standards.
- Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across customer touchpoints.
- Report quality deviations and control gaps, monitor corrective actions and provide training and coaching to service representatives.
- Assist the Quality Assurance Manager in implementing the quality assurance recognition programme for third-party service providers.
Requirements
- A first degree in any discipline, preferably Computer Science, Engineering or an equivalent field.
- Relevant professional certifications, such as ISO 9001:2015 Lead Implementer and Lead Auditor, ITIL v4, PMP or PRINCE2.
- A master’s degree in a relevant discipline will be an added advantage.
- Fluency in English.
- Three to seven years of relevant work experience, including at least three years in a specialised area.
- Experience supervising others.
- Previous experience working in a medium-sized or large organisation.
Application Closing Date: 19th October, 2026.
How to Apply
Interested and qualified candidates should apply online through the official MTN Nigeria recruitment portal using the link below.