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Analyst - OLA (Operational-Level Agreement)
About this role
Role focused on maintaining and improving quality and performance standards within MTN’s Enterprise Business, supervising process quality across transactions, incidents and SLA compliance. Targeted at professionals with experience in quality management and process improvement in medium to large organisations.
What you would do
- Evaluate and report on process flows to identify improvements
- Conduct quality-gap analyses and track actions to closure
- Monitor compliance and report breaches, risks and corrective actions
- Prepare quality reports and trend analyses from data
- Analyse incident and performance data to spot trends and improvements
- Coordinate corrective actions with fulfilment and support teams and validate SLA breaches
What they are asking for
- First degree in any discipline, preferably Computer Science or Engineering
- ISO 9001/2015 Lead Implementer and Lead Auditor certifications
- ITIL v4, PMP or PRINCE2 (added advantage)
- Master's degree in a relevant discipline (advantageous)
- Fluent in English
- 3-7 years' experience including at least 3 years in a specialised area and supervising others
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