OFFICER - KNOWLEDGE DELIVERY MANAGEMENT AT MTN NIGERIA

About Company:

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. 

Job Description:

• Assist in creating content, articles, FAQs and communication to support frontline service delivery  
• Assist in translating CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs) 
• Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
• Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets 
• Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis 
• Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability, and governance Maintain and continuously improve internal and external knowledge bases for better usability and accessibility for employees and customers
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Assist with measuring and evaluating the effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party

Requirements:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in the service industry 
• Experience in a Customer Service-related role 
• Knowledge Delivery 
• Experience in content development using Adobe creative cloud
• Experience in the use of Visio for process mapping & documentation 

Qualifications and Skills:

• First degree in any relevant discipline  
• Fluent in English 

Salary

Application Closing Date: Not specified

Application Instructions:

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