About the Role
MTN Nigeria, Africa's leading cellular telecommunications company, is looking for a dynamic and results-driven Analyst - OLA (Operational-Level Agreement) to join our Enterprise Business division. In this role, you will play a critical part in maintaining established quality standards through rigorous process evaluations, performance monitoring, and identifying actionable areas for business process improvement.
Key Responsibilities- Ensure process re-engineering and drive the identification and implementation of impactful process improvements.
- Conduct quality-gap analyses, recommend corrective actions, and rigorously track implementation to closure.
- Monitor transactions performed by process owners routinely to identify non-compliance and assess operational risks.
- Analyse incident, service, and system performance data to identify recurring trends, customer impact, and improvement opportunities.
- Validate SLA and OLA breaches, determine applicable service credits or penalties, and process approved credit notes.
- Conduct call evaluations, compliance audits, spot checks, and calibration sessions across customer touchpoints.
- Prepare comprehensive quality documentation and reports by collecting, analysing, and summarising operational trends.
- First degree in Computer Science, Engineering, or any related discipline.
- Possession of ISO 9001/2015 Lead Implementer/Auditor certifications, ITIL v4, PMP, or PRINCE2 is highly desirable.
- Master's degree in a relevant field will be an added advantage.
- 3 to 7 years of professional experience, with a minimum of 3 years specialising in quality assurance, process improvement, or service management within a medium to large organisation.
- Demonstrated experience in supervising others and managing stakeholder relationships.
- Fluent in English with exceptional analytical, reporting, and communication skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage for employees and their families.
- Opportunities for professional development, continuous learning, and career advancement.
- Dynamic, fast-paced work environment with a leading telecommunications multinational.