• The Quality Analyst will be responsible for analyzing service delivery and operational performance, identifying quality gaps, and recommending data-driven improvements. This role involves gathering and interpreting quality metrics, monitoring compliance with industry standards, and supporting continuous improvement initiatives. The ideal candidate will use analytical tools to assess key performance indicators (KPIs) and ensure customer satisfaction, operational efficiency, and process excellence in Lumos Nigeria (Txtlight Solutions).

QUALIFICATIONS & EXPERIENCE

• Education: Bachelor’s Degree in Business Administration, Engineering, Data Analytics, or a related field.
• Minimum of 3+ years in a Quality Analyst, Business Analyst, or Process Improvement role.

Technical Skills:

• Strong data analysis and reporting skills (Excel, SQL, Power BI).
• Experience with process evaluation tools (Lean, Six Sigma, Kaizen, etc.).
• Understanding of quality management systems (QMS) and service improvement frameworks.

Soft Skills:

• Strong analytical and critical-thinking abilities.
• Ability to translate data insights into actionable recommendations.
• Excellent communication and stakeholder management skills.

Customer Experience & Quality Assurance Support

• Develop action plans based on customer satisfaction surveys and feedback analytics.
• Support the service team and quality centers by ensuring their processes align with best practices.
• Monitor and document service delivery trends, sharing insights with business leaders

Performance Monitoring & Data Analysis:

• Analyze service performance metrics, customer feedback, and process compliance to identify areas for improvement.
• Develop reports on product quality, after-sales service, and operational efficiency.
• Conduct root cause analysis (RCA) for recurring service failures or inefficiencies.
• Utilize data visualization tools (Excel, Power BI, or Tableau) to track trends and present findings to management.

Process Improvement & Compliance:

• Ensure adherence to quality and performance standards set by Lumos Nigeria and regulatory bodies.
• Work with business stakeholders to optimize operational workflows and service models.
• Collaborate with technical teams to improve customer resolution and after-sales service efficiency.

Customer Experience & Quality Assurance Support

• Develop action plans based on customer satisfaction surveys and feedback analytics.
• Support the service team and quality centers by ensuring their processes align with best practices.
• Monitor and document service delivery trends, sharing insights with business leaders.

Reporting & Documentation:

• Maintain detailed logs of service performance, quality assessments, and compliance metrics.
• Support internal audits by preparing reports and tracking improvements over time.
• Provide insights for management on how to enhance service efficiency and meet KPIs.
• Ensure accurate data entry and reporting in the Lumos software system (e.g., Upya) for inventory and service tracking.

Key Performance Indicators (KPIs):

• Service Quality Score: Maintain 100% compliance with service level agreements (SLAs).
• Data Accuracy: Ensure quality reporting and analysis with minimal discrepancies.
• Process Optimization: Identify and implement at least 75% process improvements per quarter.
• Operational Efficiency: Reduce service issue resolution time through data-driven insights.