Officer - Total Quality Management BP, Customer Relations and Experience Ikoyi

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: Officer - Total Quality Management BP, Customer Relations and Experience

Location: Ikoyi, Lagos

Reports To: Manager - Service Delivery

Division: Customer Relations and Experience Mission

To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement

Effectively execute stated policies and procedures in respect of quality and performance management. Routinely monitor transactions performed by process owners to identify non-compliance. Assist the line Analyst in developing team and individual quality and performance standards. Support the team on key innovative business initiatives and follow up on system breaks and related education. Monitor system activities to ensure smooth operations. Support the Business Analyst in analyzing customer information needs, business problems, and opportunities to recommend effective testing techniques. Review business requirements, system documentation, and work instructions to ensure high‑quality and accurate testing. Assist in defining IT requirements to support process and system changes. Work with stakeholders and subject matter experts to design, develop, test, automate, and improve testing processes. Collaborate with business users to define testing processes and systems that meet business needs and are scalable for future requirements. Work with business units and IT teams to resolve technical issues and process‑related modalities. Ensure the availability of required testing materials, processes, applications, and tools. Plan and manage the development and maintenance of testing tools. Support testing‑related communication and engagement on new or updated processes. Participate in system upgrades and execute testing plans to ensure high‑quality results. Prepare detailed functional design documents for conversions, interfaces, and reports. Work with user departments to test roles and access rights in line with business requirements. Ensure proper testing of all user systems/products and provide detailed reports of activities and outcomes. Develop comprehensive test plans outlining scope, objectives, and methodologies. Conduct various testing types including functional, performance, security, usability, and regression testing. Execute test cases and document results to identify defects or deviations from quality standards. Implement and maintain automated testing procedures to streamline repetitive tasks. Evaluate products from an end‑user perspective, focusing on usability, accessibility, and user experience. Maintain detailed records of test cases, procedures, and results for traceability. Work closely with cross‑functional teams—product development, engineering, design—to understand requirements and resolve issues. Enforce and maintain quality standards to meet or exceed predefined benchmarks. Identify risks associated with product releases and mitigate them through effective testing strategies. Escalate identified gaps and follow up to ensure timely resolution. Track system and process changes occurring within the Division.

First degree in any relevant discipline  Fluent in English.

3-7 years’ experience which includes Experience working with others Experience working in a medium organization Knowledge of Process documentation Use of Jira, Visio and Microsoft Office suites.

Not Specified. How to Apply

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