Head of Training, Quality &Opps enablement at Yas Tanzania

YAS IS HIRING

Head of Quality, Training & Operational Enablement

Job Details

• Education: Bachelor Degree in Business Administration or related fields. An MBA will be an added advantage.
• Experience: Minimum 10+ years in telecom, banking, or customer experience, quality assurance, training, or operational excellence roles.
• Application Deadline: March 05, 2026.

Core Responsibilities

• Develop and implement a CX quality framework to ensure consistent and high-quality customer interactions across all touchpoints, including 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 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 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.