Officer – Channel Quality and Compliance (Online), Customer Services at MTN Nigeria

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MTN is a leading telecommunications company, providing cutting edge services in Africa. We are recruiting to fill the following vacancy:

Job Title: Officer – Channel Quality and Compliance (Online), Customer Services

Job Identification: 1821
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Channel Quality and Compliance
Division: Customer Relations

Description

  • Calibrate calls within the Online Assistance Centre to ensure compliance to Customer Relations quality management metrics.
  • Conduct daily Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Conduct periodic audit for the division ensuring service standards are adhered to.
  • Conduct quality gap analysis.
  • Conduct mystery shopping for the customer touch points.
  • Conduct weekly, monthly, quarterly audits for the Online Assistance Centre.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Ensure digital channels are updated and uniform information is communicated across these channels.
  • Assist the Channel Quality and Compliance Team Lead to ensure the implementation of the Quality Assurance recognition program.

Requirements
Education:

  • First Degree in any relevant discipline
  • Fluent in English

Experience:

  • 3 – 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization.

Application Closing Date
30th January, 2023 (11:59PM).

Method of Application
Interested and qualified candidates should:
Click here to apply online

 

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