Vacancy title:
Head of Quality, Training & Operational

[Type: FULL_TIME, Industry: Telecommunications, Category: Admin & Office]

Jobs at:
Yas Tanzania

Deadline of this Job:
Friday, August 1 2025

Duty Station:
Tanzania | Dar es Salaam | Tanzania

Summary
Date Posted: Friday, July 25 2025, Base Salary: Not Disclosed

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JOB DETAILS:

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.

Work Hours: 8

Experience in Months: 120

Level of Education: bachelor degree

Job application procedure

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