Analyst, Network Quality and Business Support

About the Role

The Analyst for Network Quality and Business Support at MTN Ghana is tasked with overseeing the planning, design, and continuous optimization of the converged Radio Access Network (RAN). This position involves monitoring and improving the performance of both mobile and fixed networks to ensure exceptional customer service. The role also provides analytical insights to align network operations with business objectives while ensuring compliance with the National Communications Authority (NCA) regulations. Collaborating closely with the Quality Assurance Manager, the analyst maintains network quality and reliability consistent with MTN Ghana's standards of service excellence.

Work Environment and Context

• Operates within a technology and platform-driven business framework.
• Manages multi-regulatory and diverse stakeholder relationships.
• Part of a publicly listed company prioritizing environmental, social, and governance (ESG) factors.
• Engages in an innovation-driven industry, embracing global technology trends and MTN Group IT standards.
• Functions within a culturally diverse and performance-focused setting using agile methodologies.
• Adapts to regional organizational structures and operates in a dynamic environment.

Key Responsibilities

• Track customer experience metrics, including KPIs and KQIs, and rapidly address any issues identified.
• Collect and analyze network performance data to maintain alignment with MTN’s quality benchmarks.
• Investigate network quality concerns raised in operational forums to identify root causes.
• Analyze NCA Quality of Service drive log files and produce reconciliation reports using established templates.
• Engage regularly with MTN’s regulatory team to monitor and respond to NCA network compliance issues.
• Benchmark external NCA monitoring system reports against MTN’s internal data and recommend corrective measures.
• Monitor and report on strategic quality of service initiatives.
• Enhance visibility of network quality challenges and support initiatives to improve Network NPS (Net Promoter Score).
• Develop and maintain dashboards to provide timely, actionable information to stakeholders for informed decision-making.
• Support research and statistical analysis in collaboration with war room teams to drive network improvements.
• Provide analytical guidance on customer complaints and network challenges, advising on viable solutions.
• Work cross-functionally to synchronize network performance objectives with broader business goals.
• Identify and suggest process improvements aimed at enhancing operational efficiency and customer satisfaction.
• Carry out additional duties as assigned by the line manager relevant to the job scope.

Qualifications and Experience

• Bachelor’s degree in Telecommunications Engineering, Electrical and Electronic Engineering, Computer Engineering, or a related discipline.
• Professional certification in Six Sigma considered an advantage.
• At least three years of experience in network quality assurance within the telecommunications sector.

Required Knowledge and Skills

• Proficient in identifying and resolving network quality and customer experience issues efficiently.
• Experienced in documentation and record management.
• Strong skills in presenting and compiling technical reports.
• In-depth understanding of GSM, WCDMA, LTE, and fixed network architectures, protocols, and topologies.
• Familiarity with vendor management systems relevant to telecommunications networks.
• Knowledgeable about performance monitoring, customer experience management, and crowdsourcing technologies.
• Competent in using reporting tools and conducting drive test analysis including log file interpretation.
• Effective communication skills to convey technical information to non-technical personnel.

Core Values and Behaviors

• Embody MTN’s values: Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion, COS.
• Demonstrate vital behaviors: Complete Candor, Complete Accountability, Active Collaboration, and Commitment to Execution.

Additional Information

Applicants must reference the vacancy number MTN-NWGAQR2612 in the email subject line and save their CV files using their own names to avoid disqualification. Applications without the correct subject or improperly named CVs will not be considered. Only shortlisted candidates will be contacted. The deadline for application submission is 20th July 2026.