MTN Nigeria - 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.
We are recruiting for
the position below:
Job Title: Team Leader - QA Walkin SW
Job Identification: 7746
Location: Ikoyi,
Lagos
Reports To: Manager - Channel Quality and Compliance
Division: Customer Relations & 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.
Requirements
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
Application
Closing Date
15th
September, 2026, 10:55 PM.
How
to Apply
Interested
and qualified candidates should:
Click here to apply online
