MTN Manager - Quality Jobs in South Africa
MTN Manager - Quality Jobs in South Africa
Mission/ Core purpose of the Job To frame processes/procedures for all activities and deliverables of MTN Global Connect’s strategy by ensuring high quality, cost-effective and value-driven services to internal commercial units and the wholesale market in general.
To aim to achieve best in class quality for all services- Voice, Non-voice (messaging, Signaling and any other VAS products) in all quality-related parameters, viz. ASR, NER, MOS (or PESQ), Delivery rate and Delivery time etc., resulting in superior customer experience.
This is achieved by focused quality management, lay down clear structured processes and procedures, viz. optimal routing of service traffic, dial code management, destination management, analysis and reporting on traffic performance, research of traffic and market trends, traffic quality assurance and cost base tracking, and management of traffic to international and national destinations and providing general administrative support.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Identification of the activities and deliverables which critically impact business, performance and quality.
Alignment and agreement with internal and external stakeholders on the documentation of processes & procedures for the identified activities & deliverables. Obtain necessary approvals for the process documents from senior management.
Ensure the implementation of processes in letter and spirit.
Deployment of a governance model for compliance of the processes, with periodic audit.
Plan and organize, in coordination with internal stakeholders, viz. Product and Technology teams, implementation of best practize standards and necessary certifications for the service platforms.
Arrange repository of all documentation for Business, performance and processes.
Ensure structuring of workflow of activities and tasks, involving internal and external stakeholders.
Support Sales, Marketing, Product and Technology teams for understanding and draft/frame the process requirements.
Quality Analysis, Monitoring & Improvement
Monitor and analyze traffic data regularly from switch generated CDR’s via Billing systems in real-time pertaining to service traffic volume & supplier quality of service, viz. PDD, NER, ASR, MOS (PESQ) Delivery rate and Delivery time etc., using applicable service metrics.
Benchmarking service quality KPIs, mentioned above and plan for improvement.
Drill down analysis using interactive world map colour-coded GUI displaying the route quality and set up alerts via SMS and/or Email.
Evaluation, analysis and recommendations on service performance on a periodic basis- hourly, daily, weekly, monthly, quarterly and annual basis – that is consistent with the business plan.
Cost analysis and tracking & monitor volume agreements, thresholds and agreements.
Monitoring and tracking of traffic over known and suspected fraudulent use cases; alerting business risk, revenue assurance and fraud management structures to identified and suspected exploitation of MTN services, which potentially degrades the revenues, quality, performance and customer experience.
Ensure application of service barring of known and suspected fraudulent use cases to support Group
Revenue Assurance and Fraud activities.
Monitor service traffic patterns to support primary controls of technical routing processes.
Monitor supplier performance with regards to delivered traffic volumes, QoS and traffic management support for scheduled reporting to MTN Group Supplier Management and Partnership Management teams.
Collate, analyze and publish service quality MIS, dashboards, reports, including trending etc. periodically and on-demand basis.
Business functional reporting based on agreements, commercial trading, service traffic routing, traffic trending & analysis, and quality assurance and benchmarking against KPIs.
Comprehensive and flexible traffic reporting through mainly MTN reporting environment.
Proactively work with MTN EIS teams to design, develop and implement customized reporting capabilities based on operational and business functional requirements.
Traffic Quality Assurance
Test all services/products, suppliers, potential suppliers proactively and perform business intelligence.
Manage and provide reporting on quality benchmark compliance and compliance with service provisioning regulations (CLI presentation, call data provisioning, etc.).
Detection and investigation of fraudulent charging and interconnection detection.
Detection of Simbox abuse, arbitrage exploitation using MTN systems and data intelligence to support revenue assurance and fraud management teams.
Plan and support periodic tests for detection of traffic bypass of voice & non-voice services and ensure plugging the leaky entry points.
Ensure service availability (DTMF, fax transmission, far-end capacity management) testing using MTN systems and data intelligence.
Connectivity testing and route quality as per QoS benchmarking.
Job Requirements (Education, Experience and Competencies)
Minimum 4-year Academic Degree (Engineering/Computer Science/Business Management)
A certification or a Postgraduate qualification in Business & Management is an advantage.
Fluent in English
Minimum 8+ years in Telecommunications or IT-related industry.
Routing, Dial & numbering plan and voice/non-voice Telecom services or IT services.
Preferably in interconnect-related fields.
Process, quality assurance and performance/capacity management profiles
Understanding of Product developments.
Good knowledge in Quality parameters and improve the quality of services (QoS).
Corporate finance or management accounting training.
Basic knowledge of telecommunication regulation.
Basic business & commercial acumen.
Strategic and analytical thinking.
Skills in Data analysis, statistics & Reporting.
Skills in documentation and preparation of flow charts.
Skills in Microsoft office- Excel, Word, Power point, Visio etc.
Strong computer literacy.
How to Apply
For more information and job application details, see; MTN Manager - Quality Jobs in South Africa
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