Job Title: Manager – Quality Assurance Compliance
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Manager – Customer Enablement
About the Company:
MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.
Job Summary: 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.
Key Duties and Responsibilities:
- 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
Qualifications, Skills and Experience:
- 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
NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Female candidates are strongly encouraged to apply.
How to Apply:
All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.
Deadline: 16th May 2025
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