Service Quality Assurance and Customer Experience Analyst
To enforce Security Policies and Standards across the OPCO
Develops and implements quality assurance problem reporting processes and systems.
Analyzes deficiencies in service or performance and recommends product or service improvements to address problems
Coordinate the definition of IT Balance Scorecard metrics including the measurements, targets and reporting frequency.
Conduct periodic audit of the reported KPIs to ensure the accuracy of the measurements
Custodian of all IT policies, Processes and Procedures (PPP) and ensuring they are reviewed and signed off at least once every year.
Maintain focus on the management of key customer related services which cut across the whole department to monitor and review the end to end flow of the service and drive for optimization to the benefit of the Customer.
Reporting customer related service performance and drive to ensure regulatory and litigation related risks are effectively managed.
Ownership of Continuous Service Improvement Process maintaining a Service Improvement Plan based on outcomes of Service Performance Reviews, Improvement actions from RCAs, etc and driving the execution and reporting of the Service Improvement Plan.
BS in Computer Science, Information Management
Certified Information Systems Auditor (CISA) and/or Certified Information Security Manager (CISM) an advantage
2 years progressive experience in computing and information security, including experience with Internet technology and security issues
International certification in Systems Audit
Problem Solving and Root Cause Analysis techniques
This company started operating in Zambia in 2005 and has grown to become one of the major telecommunications companies covering all the provinces. MTN Zambia offers a quality network with a dynamic tariff billing system that caters for personal and business subscribers. The company provides an extensive range of services that includes but not limited to voice, data, wireless internet and money transfer. MTN Zambia also offers shops that stock phones and accessories.