• First Degree or equivalent in Social or Management Science Course
  
• Professional Certification or MBA/MSC (added advantage)
  
• Fluent in English
  

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  
• Experience working in a medium to large organization
  
• Experience in channel, order, inventory and customer management
  
• Experience in a customer service environment in the telecommunications industry.
  
• Experience in customer management, SLA management and/or TQM
  

• Manages process documentation for all Enterprise Business departments and units; ensures these are updated regularly and implement spot-checks to ensure compliance the processes
  
• Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring access to critical systems/applications
  
• Work closely with Internal Audit & Forensic Services (IAFS) & external regulators to drive closure of all audit recommendations and actions in a timely manner
  
• Manages SLAs and contract agreements with all EB customers. Manages SLAs with Client Success vendors to drive strict adherence to agreed service levels. Also manages OLAs with internal support teams in IT, Network & CRX.
  
• Drives quality assurance testing of new products, solutions, customer management applications and other business support systems (BSS). Executes User Acceptance Testing (UAT), sanity testing and regression testing across products and applications
  
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  
• Manages customer experience across all enterprise products, services, solutions, processes, service delivery channels, customer touchpoints, product development and sales engagement