• Application Deadline: Tue, 7 Oct 2025 00:00:00 GMT
• Position: Senior Manager - Total Quality Management



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 9 - 17 years



• Location Lagos




• City Ikoyi




• Job Field Project Management 
  
  

Reports To: Chief Broadband Officer - CBBO

Division: Fixed Broadband

Mission:

• Lead and implement quality management initiatives that drive continuous improvement, enhance customer satisfaction, and ensure compliance with quality standards.

Description:

• Design, execute and maintain a Quality Assurance strategy across all areas of FBB, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business.


• Identify areas for improvement and implement changes to optimize processes, reduce waste, and enhance efficiency.


• Focus on Total Quality Management from a Customer Experience perspective 


• Ensure adherence to quality standards, regulations, and industry best practices.


• Liaise with Technical teams for the deployment of system-based Customer Centric PPP’s 


• Create and implement Audit criteria and procedures. 


• Conduct audits and assessments to identify areas for improvement and formulate training schedules based on audit outcome. 


• Conduct audits and assessments to ensure compliance with quality standards and regulations.


• Apply total quality management tools and approaches (ISO) to analytical and reporting processes within FBB 


• Lead root cause analysis and implement corrective actions.


• Investigate customer complaints escalated by other Divisions.


• Ensure compliance with best practices (ISO standards) 


• Collate and analyze performance data against defined parameters. 


• Identify deviance from standards, and suggest modifications to ensure compliance 


• Ensure tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary. 


• Produce reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective. 


• Ensure proper monitoring of performance across FBB customer touch through data gathering and producing statistical reports.


• Ensure continuous optimization of existing platforms for Branded Service Delivery.


• Foster a culture of continuous improvement and quality excellence.

Education:

• First degree in any relevant discipline / Master’s advantageous


• Post Graduate degree in a relevant field is desirable


• Professional Certification (PMP/, ITIL, ISEB).


• Project Management Certification (Prince 2/PMP)


• Fluent in English and language of country preferable

Experience:

9-17 years’ experience which includes:

• Manager track record of 3 years or more in quality systems and processes; with at least 3 years in relevant sector/ industry


• Worked across diverse cultures and geographies advantageous