Main Purpose:
To provide well informed industry technical knowledge for designing and delivery on ICT solutions that meet the needs and demands of Business Enterprise customers. The position comes the technical responsibility for design authority, technical excellence, service delivery and support from simple to complex cost-efficient ICT solutions to enterprise customers. on GSM, Non-GSM, and converged services platforms. The scope of the portfolio includes providing exceptional customer service and support to enterprise customers with focus on both GSM and Non-GSM services among which include connectivity. communication, digital enablement services, Converged Services, IT Platform capabilities /capacities and Managed ICT Services.
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Manager – Quality Assurance Compliance
Reports to: Senior Manager – Customer Enablement
No. of Vacancies: 1
Main Job Functions:
Expert Solution Architecture-Build, maintain and manage continuous technical relationships within corporate customers and partners to ensure high levels of satisfaction through consultation and technical design.
Design SLAS, OLAS to support the workflow
Reconciliation and billing checks to confirm non-GSM services are billing in time
Track Leased lines, Fixed Lines, Mobile BTS, to confirm they are installed and billing
Support Marketing to follow up closure of EBU NPS initiatives, and CEX plans Reports on National Content to Oil and Gas Customers-Total, CNOOC
MTTI and Work order reports to Management
Service Delivery and Improvement meeting – record action items and follow up with NWG
Prepare reports and attend Service Governance meetings with Group Service Managers, MNC customers. Top 10 LEs and Top 10 SMES
Follow up status of incidents logged for EBU customers
Reports (MTTR)on incidents logged for EBU customers Follow up on access requests for links monitoring on IRIS • Process reviews
Process documentation for new products, services, operations Internal EBU NPS survey and closed loop feedback
Support on Customer Value Management initiatives
Business Internet CEX transformation
Follow up on audit points closure
Follow up on Revenue assurance primary controls and action items
Track completion of high-volume journeys for EBU
Follow up on all Sales vetted to completion
Audit for Prepaid services, SIP trunk, Collocations Bulk SMS, Bulk USSD. Sponsored Data and Toll-free services to confirm accurate billing
Confirm that suspended and terminated services are not billing
Follow up to ensure fault reports are shared as required
Check that upgrades and downgrades are completed as requested
Track Closure of EBU transformation Action Items EBU MPOS and EBU Pain points- BSS
Support KYC team
Support for Regional Sales – Processes and After Sales support
Represent EBU on Service Now Enhancements (CSM)
BSS implementation for Non-GSM services
Follow up resolution of escalated customer complaints that are not handled by NWG/IT
Training new staff on processes
Education
Bachelor’s degree in a relevant field, such as Computer Science, Information Technology, Telecommunications Engineering, Electrical Engineering, Computer Engineering, Software Engineering or any other related fields of capability and competence
Post graduate Degree in Telecommunications Engineering. Information Technology, Finance, Project management, Strategy or related is advantageous.
Work Experience
5 years of experience preferably in an ISP or telecommunications industry.
Proven leadership skills, with experience managing teams of customer support professionals.
Strong technical knowledge of connectivity, communication, and digital enablement services, including LAN/WAN networking, cloud-based services, and cybersecurity
Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders
Ability to work collaboratively across multiple teams and departments and manage multiple projects simultaneously
Experience in enterprise customer relationship management, including strategic account management and retention strategies
Strong analytical and problem-solving skills, with the ability to identify and address complex technical issues
Ability to thrive in a fast-paced, dynamic environment, and adapt to changing customer needs and business requirements
Strategic understanding of the Telecommunications and Mobile Financial Services environment
Core competencies:
Knowledge of the Quality assurance Strategy.
Effective oral and written communication skills
Effective Business writing skills
Exemplary Planning and Time Management skills.
Good interpersonal skills and collaborative teamwork
Must have attention to detail and ability to work for long hours
ABOUT US
We at MTN Uganda are a purpose and value-led organization!
At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Female Applicants are strongly encouraged to Apply!
