About the Role
MTN Nigeria, Africa's leading cellular telecommunications company, is seeking an experienced and driven Team Leader for Quality Assurance within our Customer Relations and Experience division. In this pivotal role, you will lead a dedicated team to ensure our channel operations meet the highest standards of quality, compliance, and risk management.
Key Responsibilities- Lead and manage a team responsible for channel operations quality assurance, compliance audits, and risk management initiatives.
- Conduct periodic quality checks and desktop audits across walk-in shops PAN Nigeria to drive compliance and enhance customer experience.
- Monitor and flag pre-registered SIMs and unauthorized roadside agents to mitigate business leakages and regulatory breaches.
- Plan and manage audits of certified SIM registration outlets and NIN enrollment locations for regulatory adherence.
- Conduct mystery shopping, analyze customer preferences, and gather competitive insights on SIM-related activities and products.
- Identify audit gaps, communicate recommendations to stakeholders, and perform second-level assurance checks on system activities.
- Collaborate with stakeholders to train new hires, assess frontline knowledge, and ensure dissemination of educational series on MTN products.
- Assist line managers in setting performance targets, conducting surveys, and monitoring team benchmarks.
- First degree in any relevant discipline from a recognized institution.
- 3 to 7 years of relevant experience, including working in a medium-sized organization.
- Demonstrated experience in resource planning, preferably within a customer-interfacing environment.
- Strong background in vendor management, quality assurance, and regulatory compliance.
- Fluent in English with exceptional communication, analytical, and leadership skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional development and career advancement within the MTN Group.
- Dynamic, fast-paced work environment with a collaborative team.