Analyst, Network Quality and Business Support (Full-Time)

Location: Accra, Ghana
Company: MTN Ghana

Company Profile

MTN Ghana is the leading telecommunications service provider in Ghana, dedicated to connecting people and businesses through innovative digital solutions. We foster a welcoming, inclusive, and collaborative work environment where employees are empowered to innovate, grow, and make a meaningful impact. We are seeking a highly analytical and results-driven Analyst, Network Quality and Business Support to help enhance network performance, customer experience, and regulatory compliance.

Job Summary

The Analyst, Network Quality and Business Support will monitor network quality, analyze customer experience trends, support regulatory compliance, and provide business intelligence that enables informed decision-making. The successful candidate will leverage data analytics to improve network performance, strengthen customer satisfaction, and support MTN Ghana’s commitment to delivering world-class telecommunications services.

Key Responsibilities

Network Performance and Customer Experience Management

• Monitor Customer Experience Indicators, including Key Performance Indicators (KPIs) and Key Quality Indicators (KQIs), and escalate issues for timely resolution.
• Gather, analyze, and interpret network performance data to ensure quality and service integrity meet MTN’s standards and industry best practices.
• Proactively identify and investigate network quality issues and recommend corrective actions to improve performance.
• Analyze National Communications Authority (NCA) Quality of Service (QoS) drive test log files and prepare reconciliation reports using approved reporting templates.
• Monitor customer experience trends and recommend initiatives that improve Network Net Promoter Score (NPS) and overall service quality.

Regulatory Compliance

• Monitor network-related regulatory requirements and identify compliance risks while recommending appropriate mitigation strategies.
• Collaborate closely with MTN’s Regulatory Affairs team to coordinate NCA Quality of Service assessments and reporting.
• Benchmark NCA Network Monitoring System (NMS) reports against MTN’s internal performance reports and recommend corrective actions where necessary.
• Track Quality of Service strategic initiatives and provide regular progress reports to stakeholders.

Business Support and Decision-Making

• Drive visibility of network quality issues and customer experience improvement initiatives across the organization.
• Develop dashboards and reports that provide timely, accurate, and actionable information for business stakeholders.
• Support research and analysis of network performance statistics to inform operational and strategic decisions.
• Analyze customer complaints and correlate findings with network performance issues to recommend practical solutions.
• Collaborate with cross-functional teams to align network performance initiatives with business objectives, including support for enterprise business initiatives.
• Identify opportunities to improve network processes, operational efficiency, and customer satisfaction.
• Perform any other duties assigned by the Line Manager in support of departmental objectives.

Qualifications & Experience

Education

The ideal candidate should possess:

• A minimum of a Bachelor’s Degree in Telecommunications Engineering, Electrical and Electronic Engineering, Computer Engineering, or a related discipline.
• Professional certification in Six Sigma or a related quality management discipline will be an added advantage.

Experience

• Minimum of three (3) years’ experience in network quality assurance or a similar role within the telecommunications industry.

Knowledge and Technical Skills

• Working knowledge of network quality management and customer experience monitoring.
• Knowledge of GSM, WCDMA, LTE, and fixed network architectures, protocols, interfaces, and topologies.
• Experience using network performance monitoring, customer experience management, and crowdsourcing tools.
• Knowledge of network management systems across multiple equipment vendors.
• Experience using reporting and business intelligence tools to analyze and present data.
• Knowledge of drive testing tools and analysis of drive test log files.
• Strong presentation, technical reporting, analytical, and documentation skills.
• Ability to communicate complex technical concepts effectively to both technical and non-technical audiences.

Core Competencies

The successful candidate should demonstrate the ability to:

• Analyze complex network performance data and develop practical recommendations.
• Manage multiple priorities while delivering accurate and timely reports.
• Collaborate effectively with cross-functional teams and regulatory stakeholders.
• Drive continuous improvement through data-driven decision-making and innovation.

MTN Values and Behaviours

The successful candidate must embrace and demonstrate MTN Ghana’s values:

• Lead with Care
• Collaborate with Agility
• Serve with Respect
• Can Do with Integrity
• Act with Inclusion
• COS

The successful candidate must also demonstrate MTN’s vital behaviours:

• Complete Candor
• Complete Accountability
• Active Collaboration
• Get It Done

What We Offer

• A welcoming, inclusive, and innovative work environment.
• Opportunities for continuous learning, professional development, and career advancement.
• The opportunity to work with advanced telecommunications technologies and industry experts.
• A collaborative culture that values innovation, accountability, customer focus, and operational excellence.

Application Deadline

20 July 2026

How to Apply

Apply online by clicking on the Application button.