Analyst - OLA (Operational-Level Agreement) .Enterprise Business NG

Analyst - OLA (Operational-Level Agreement) .Enterprise Business NG

Ikoyi, Lagos, South West Region, Nigeria

Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better.

Job Description

Reports To: Manager - Client Success Quality Management

Division: Enterprise Business

Mission

• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement

Description

• Ensure process re-engineering; identify and implement process improvements.
• Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.
• Effectively execute stated policies and procedures for quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
• Proactively identify environmental constraints to quality delivery.
• Prepare quality documentation and reports by collecting, analysing and summarising information and trends: including failed processes, stability studies, recalls, corrective actions and re-validations.
• Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.
• Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.
• Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.
• Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.
• Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.
• Support the development, monitoring and benchmarking of team and individual quality and performance standards.
• Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across processes and customer touchpoints to assess compliance with approved standards.
• Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.
• Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.

Education

• First degree in any discipline preferably Computer Science, Engineering or equivalent
• ISO 9001/2015 Lead Implementer and Lead Auditor certifications, ITIL v4, PMP or PRINCE2.
• Master’s Degree in a relevant discipline will be an added advantage
• Fluent in English

Experience

• 3-7 years’ experience which includes

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others

• Experience working in a medium or large organization.

• About Us

• We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

• At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

• Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

• Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

• We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

• Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

• Obsessions: How We Do It

• The behaviors that keep our culture strong and safe.

• 1. Light It Up!

Always Do This:

• Bring all your heart and all your smarts to us.

Never Do This:

• Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

• 2. Raise Your Hand. Speak Your Mind.

Always Do This:

• Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

• Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

• 3. Collaborate. Don’t Isolate.

Always Do This:

• Share what you know and respect what others can teach you.

Never Do This:

• Never think that you are great unless you help make others great too.

• 4. Things Always Get Better Here.

Always Do This:

• Take your own steps forward to improve and strengthen us.

Never Do This:

• Never believe or cause others to believe that "not now" means "not ever."

• Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

• Then, join MTN Nigeria!

• Welcome to our Y’ello Family, where our people are our most critical competitive assets.

• If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

Our Employee Value Proposition enables you to:

• Work with meaning

• Connect to develop

• Thrive in positivity

• Grow with purpose

• Live inspired.

• It’s a great place to work! Take that bold step and apply today!

• Eligible Females and People with Disabilities are encouraged to apply.

• MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

• MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

• For whistle blowing and reporting fraudulent recruitment activities, contact us via [email protected]

• By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site.

• Job Identification

• 7781

• Job Category

• MTN Level 2

• Posting Date

• 10/09/2026, 07:28 AM

• Apply Before

• 10/19/2026, 05:55 PM

• Job Schedule

• Full time

• Locations

• Plot 290b Akin Adesola, Victoria Island, Lagos