Head of Training, Quality & Opps Enablement at Yas Tanzania

Let's grow together, become our HEAD OF QUALITY, TRAINING & OPERATIONAL

• Bachelor Degree in Business Administration or related fields.
• An MBA will be an added advantage.
• Minimum 10+ years in telecom/Banking/ customer experience, quality assurance, training, or operational excellence roles.

CORE RESPONSIBILITIES

• Develop and implement CX quality framework to ensure consistent and high quality customer interactions across all touchpoints (call centres, stores and digital channels).
• Design and oversee training programs for frontline representatives, stores staff and digital support teams to enhance customer engagement and problem solving skills.
• Conduct regular audits, call monitoring and mystery shopping programs to assess services delivery standard.
• 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 & stakeholder management skills.

"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 Aug 01, 2025.