Define and formalize Customer Service Assurance standards related to the assigned scope
Make the framework approved and conduct socialization and adoption
Manage Problems E2E, from Loggin to resolution till closure
Manage continuous improvement portfolio related to the assigned scope
Conduct Y’elloX Certification of selected initiatives and other certifications that may come in the scope like COPC certification etc
Conduct the review and alignment of new initiatives (Products/ services/ Channels/ 3rd Parties) to Y’elloX Certification requirements, from the requirements to the Go to Market
Provide portfolio visibility to relevant stakeholders
Engage related stakeholders to perform impact assessment of certification scope and ensure the effectiveness.
Minimum of 5 years’ experience in either Customer Service Operations / IT Support/ Digital Transformation /Knowledge management/ customer back-office functions, product management, project management, audits, quality management, or similar domains, of which at least 3 years are within Telecommunication or Banking sector.
Experience in engaging with frontline including Service centers, Branded stores, Call center and also with telco products & services and Channels.
Experience of supporting teams at supervisory/managerial level in a medium to large organization.
Experience in procedural documentation and implementation is advantageous.
Experience in Customer Experience domain is a plus
Understanding of the telecom industry or relevant sectors, including familiarity with key performance indicators (KPIs) and revenue drivers
About MTN
Delivering voice, data, mobile financial services and digital products across 16 markets in Africa.
