Team Leader - QA Walkin SW.Customer Relations and Experience

Reports To: Manager - Channel Quality and Compliance

Division: Customer Relations and 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.

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