MTN Zambia
MTN Zambia
Posted Job
2 months ago

Training and Quality Coordinator

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  • Collaborates with the Managers in Frontline areas in the calibration, development and communication of service policies, objectives, standards, processes, or initiatives to enhance service quality and consistency;
  • Reviews individual IPF performance, quality monitoring, Closed Loop Feedback and other service reports in frontline areas of the business and together with the team, identifies gaps against set policies, objectives, standards and processes that are adversely impacting the service performance. Facilitates focus groups for the identification of performance challenges in frontline areas as necessary;
  • Critically analyses the identified gaps to identify root causes; whether the causes are a result of an imbalance of consequences, resource deficiencies, poor job design or guidance, inadequate supervision or other environmental interference;
  • Identifies needs related to knowledge, ability, and attitude and leads the analysis, design, and development of learning and job support solutions. Ensures that for each learning solution, appropriate aims, goals, objectives and assessments criteria are developed to aid evaluation;
  • Coordinates the development of annual, quarterly and monthly training plans and budgets based on prioritized needs and available resources. Obtains sign-off for monthly training plans from respective Frontline Line Managers prior to execution. Manages approved plans and budget in response to changing needs and priorities;
  • Liaises with the internal learning partners or L&OD sub-unit for the provision of specialized training, as required;
  • Develops and assesses training profiles and materials for frontline training prepared by the Trainers, to ascertain that both content and methodologies conform to standards and are of high quality. Monitors and evaluates Trainer facilitation performance and give guidance for improvement;
  • Facilitates learning using a variety of methodologies to meet identified needs effectively, addressing both knowledge and attitude gaps using appropriate methods;
  • Coordinates the evaluation of learning solutions according to established procedure, assessing reaction, learning, behaviour and results as necessary, demonstrating impact on the business;
  • Facilitates and encourages e-learning for frontline staff in collaboration with the L&OD unit;
  • Implements processes and aligns resources to enhance knowledge share within Frontline areas;
  • Consolidates weekly forward plans for the team and monitors progress against it. Receives emergent training requirements from the Marketing Team including those related to product launches and promotions, and arranges for their incorporation into weekly training schedules. Follows up on the use of the application by all frontline staff and the effectiveness thereof, and conducts training where necessary;
  • Manages new joiner training, refresher training and scheduled induction to ensure effectiveness;
  • Facilitates the transfer and application of learning in the workplace though the administration of the Making L&D Pay-Off process;
  • Develops proposals for addressing performance gaps arising from non-training challenges for discussion with the Manager. Leads the implementation of the service improvement plans arising from these proposals;
  • Participates in the UAT and implementation of frontline solutions and technologies in order to meet customer expectations and maintain a high-quality level in the frontline environment.
  • Participates in Device and Products Steerco and aligns learning activities accordingly. Maintains an excellent and on-going collaboration with Line in Frontline areas;
  • Prepares accurate and informative monthly reports and any ad-hoc report related to learning or service performance improvement as required by the Manager;
  • Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance. Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards. .including standards set out by the Zambia Institute of Human Resources Management (ZIHRM);
  • Carries out any related duties that will enhance the mission of the job.

Candidate Requirements

  • Minimum of Diploma in Business Administration, HR or Telecommunications related field;
  • Minimum of three (3) years of work experience with at least two (2) at the Supervisory level, in a frontline environment;
  • Grade 12 Certificate. (5 O' Level credits, including compulsorily English Language and Mathematics);
  • Three (3) years of hands-on experience in the telecommunications field;
  • Possession of a Manual Drivers License of at least 2 years with no violations.

Women are strongly encouraged to apply.

Hand delivered applications will not be accepted.

Note that only shortlisted candidates will be contacted.

MTN Zambia image
MTN Zambia
Mobile voice and text
Mobile business services
Phones & Accessories
Mobile money
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.