- Company: MTN Nigeria
- Location: Ikoyi, Lagos
- Job type: Full-time
- Deadline: 19th October, 2026
About the role
MTN Nigeria is seeking an Analyst – OLA (Operational-Level Agreement) to join the Enterprise Business division in Ikoyi, Lagos. You will report to the Manager – Client Success Quality Management. Your main goal is to help maintain quality standards by evaluating process flows and identifying areas for improvement.
Responsibilities
- Ensure process re-engineering and implement improvements.
- Conduct quality-gap analyses and track implementation to closure.
- Monitor transactions to identify non-compliance and report breaches.
- Analyze incident, service, and system performance data to spot trends.
- Validate SLA breaches and determine applicable service credits or penalties.
- Process approved credit notes and chargebacks while maintaining records.
- Conduct call evaluations, compliance audits, and mystery-shopping exercises.
- Report quality deviations and provide training to service representatives.
Requirements
- 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.
- Fluent in English.
- 3-7 years of experience, including at least 3 years in a specialized area with supervisory experience.
- Experience working in a medium or large organization.
- A Master’s Degree in a relevant discipline is an added advantage.
How to apply
Interested and qualified candidates should click here to apply online. The application deadline is 19th October, 2026.
