MTN Nigeria is a leading telecommunications company providing mobile communication, digital, and connectivity services to millions of customers across Nigeria. The company is committed to delivering quality services and excellent customer experiences while maintaining strong operational and regulatory standards.
MTN Nigeria is recruiting qualified candidates to fill the position of Team Leader – QA Walkin SW, Customer Relations and Experience.
Job Title: Team Leader – QA Walkin SW, Customer Relations and Experience
Location: Ikoyi, Lagos, South West Region, Nigeria
Employment Type: Full-time
Reports To: Manager – Channel Quality and Compliance
Division: Customer Relations and Experience
Job 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.
Job Description
- Ensure customer education and engagement on MTN product offerings through the dissemination of educational series.
- Plan and manage Frontline Knowledge Gauge through test deployment.
- Collaborate with stakeholders on training new hires on CEX and compliance ethics.
- Ensure periodic quality checks of Walk-in shops across Nigeria to drive compliance with established standards and improve customer experience.
- Conduct desktop audits of SIM-related activities and processes across the Walk-in channel.
- Monitor and flag pre-registered SIMs and unauthorised roadside agents as part of continuous business leakage prevention.
- Plan and manage audits of Certified SIM Registration outlets, Pentagon Outlets, and NIN enrolment locations for compliance with regulatory standards.
- Analyse customers’ preferences, business problems, and opportunities in the trade to determine efficient and effective products and services.
- Conduct mystery shopping for Walk-in touchpoints and in the trade.
- Identify and communicate audit gaps to stakeholders and follow up to ensure audit recommendations are implemented.
- Identify and carry out second-level assurance checks on system activities.
- Ensure periodic process audits and monitoring of systems and applications to identify system breaches and mitigate fraud that may lead to litigation.
- Plan and facilitate competitive insights on SIM-related activities, including SIM Registration, SIM Replacement, and MNP, as well as products, services, and trade insights.
- Provide business insights and opportunities for process improvement, enhanced brand experience, and value improvement.
- Provide operational support to various projects through training, agent certification, and application access creation.
- Ensure periodic review of Channel Quality and Compliance Walk-in process and procedure documents to reflect current realities.
- Collaborate with business users to define processes that meet business needs.
- Assist line managers in developing team and individual quality and performance standards.
- Facilitate target setting and performance contract development for employees.
- Assist in monitoring and benchmarking performance across and within teams, effectively identifying high and underperformers.
- Create and facilitate customer satisfaction and employee satisfaction surveys.
Requirements
Education
- First degree in any relevant discipline.
- Fluent in English.
Experience
3–7 years’ experience, including:
- Experience working in a medium-sized organisation.
- Resource planning experience, preferably within a customer-interfacing or call-centre environment.
- Vendor management experience.
How to Apply
Interested and qualified candidates should apply online through the MTN Nigeria careers portal.
Apply for Team Leader – QA Walkin SW
Application Closing Date: Not Specified.