Head of Quality, Training & Operational Job Opportunity at YAS Tanzania
Job Overview
Head of Quality, Training & Operational Job Opportunity at YAS Tanzania
Head of Quality, Training & Operational
YAS Tanzania
Let’s grow together—become our next leader!
Qualifications:
- Bachelor’s degree in Business Administration or a related field
- Minimum 10+ years of experience in telecom, banking, customer service, quality assurance, training, or operational excellence roles
- An MBA will be an added advantage
Core responsibilities:
- Develop and implement a customer experience (CX) quality framework to ensure consistent, high-quality customer interactions across all touchpoints (call centres, stores, and digital channels)
- Design and oversee training programs for frontline representatives, store staff, and digital support teams to enhance customer engagement and problem-solving skills
- Conduct regular audits, call monitoring, and mystery shopping programs to assess service delivery standards
- Keep training content updated with new company products, services, and regulatory requirements
- Introduce mobile learning applications to enable employees to access training anytime, anywhere
- Develop and execute a comprehensive strategy for customer operations teams to achieve business goals and improve customer satisfaction
- Partner with customer service, network operations, IT, marketing, and CX heads to align CX quality and training initiatives with overall business goals
Core competencies:
- Proven ability to lead large teams, drive cultural change, and influence cross-functional collaboration
- Strong understanding of telecom products, services, regulatory requirements, and customer behavior trends
- Strong communication and stakeholder management skills
Additional information:
We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.
Only shortlisted applicants will be contacted.
If this description corresponds to you, grow with us by applying before August 01, 2025.
How to Apply:
