Officer, Total Quality Management(Supervisory)

Job Description • 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

• Ensure Value Creation By Optimising Business Projects And Activities
• 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 In The Application Of Practical Performance Boosters.
• Participate In Day-To-Day Performance And Quality Monitoring Exercise.
• Proactively Assist In Identifying Environmental Constraints To Quality Delivery.
• Assist In Preparing Quality Documentation And Reports By Collecting, Analyzing And Summarizing Information And Trends Including Failed Processes, Stability Studies, Recalls, Corrective Actions, And Re-Validations.
• Participate Actively In The Administration Of Customer Satisfaction Surveys And Employee Satisfaction Survey.
• Assist In The Maintenance Of Records, Data And Information In Relation To Quality Assurance Within The CR Division, Ensuring Easy Access And Retrieval Of Information
• Identify And Communicate Audit Gaps To All Stakeholders, Follow-Up To Ensure Audit Recommendations Are Implemented
• Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape. 
• Foster Active Collaboration And Relationships With Employees Across All Levels And Divisions In Line With MTN’s VB And Values.
• 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.
• Calibrate Calls Within The Online Assistance Centre To Ensure Compliance To CR 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 Walk In Assistance Centre.
• Report Deviations.
• Deliver Quality Assurance (QCG) Training For Customer Care Representatives.
• Assist The Quality Assurance Team Lead To Ensure The Implementation Of The Quality Assurance Recognition Program In The Online And Walk In Assistance Centre
Job Condition
• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
• Open Plan Office
Experience & Training Education:
• First  Degree In Any Relevant Discipline
• Fluent In English
Experience:
• Minimum Of 3 Years’ Experience In An Area Of Specialisation; With Experience Working With Others
• Experience Working In A Medium  Organization
Training:
• People & Performance Management
• Resource Management
• Total Quality Management
• Change Management
Minimum Qualification BA, BEd, BSc Or HND
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