Manager Quality Assurance

RESPONSIBILITIES (Not limited to:)

• Monitor contact center inbound phone calls to make sure call center employees provide excellent customer service and they follow the rules and regulations of an organization & provide evaluation report including recommendations, if any.
• Monitor Helpdesk (point of sales) inbound phone calls to make sure Helpdesk employees provide excellent customer service and they follow the rules and regulations of an organization & provide evaluation report including recommendations, if any.
• Monitor back office outbound phone calls to make sure back-office employees provide excellent customer service and they follow the rules and regulations of an organization & provide evaluation report including recommendations, if any.
• Monitor credit control outbound phone calls to make sure credit control employees provide excellent customer service and they follow the rules and regulations of an organization & provide evaluation report including recommendations, if any.
• Monitor MOMO Inbound phone calls to make sure MOMO employees provide excellent customer service and they follow the rules and regulations of an organization & provide evaluation report including recommendations, if any.
• Monitor CLF outbound phone calls to make sure that they fill in the design questioner properly and align with quality standard.
• Visit MTN Service Centers and Franchises and provide evaluation report to q-managements including visits recommendations.
• Agreed with action plan with concern management and follow-up for SC and FR visit finding.
• Mystery shopping for SC and FR.
• Conduct close observation, on demand, to find the employees’ weak areas.
• Conduct quality training courses for new employees.
• Assist in highlighting customer satisfaction.
• Conduct the calibration process to measure to what extent the employees are complying with the department’s PPP.
• Create and update Quality Assurance Unit procedures manual.
• Responsible for updating & reviewing the CEX procedures manual.
• Conduct PPP internal audit insuring that all CEX employees are compliance with the rules and regulations of an organization.
• Assist in defining (CT, BO, HD, credit control, MOMO & CLF) training needs.
• Design and maintain a filing system for the quality observation & evaluation documents.
• Report to the (CT, BO, HD, credit control, MOMO & CLF) supervisors regarding any alarming complaints.
• Comply with company and department policy & processes.
• Perform ad-hoc duties as assigned by management.

IT Security Responsibilities/ Tasks:

• Comply with all Information Security Policies and related documents.
• Report security weakness/incidents to either the respective head of department or the Enterprise Information Security Manager
• Must not exploit known security weaknesses.
• Participate in all forms of Information Security Awareness

This position is open exclusively to South Sudanese nationals.

• We strongly encourage qualified ladies to apply.

• Only shortlisted candidates will be contacted. If you do not hear from us within 14 days after the closing date, please consider your application unsuccessful

• By applying for this vacancy, you are consenting for MTN South Sudan to process your personal data for purposes of this application and further undertake verification of your personal credentials and related information including, but not limited to, qualifications, criminal record, credit record, current and historic disciplinary proceedings, as part of the selection process.

• MTN South Sudan reserves the right to not fill the advertised position

Application Deadline: 01/04/2025