Background

Let’s grow together, become our Head of Quality, Training and Operational Enablement.

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) for frontline representatives, stores staff and digital support teams.
• Design and oversee training programs for customer engagement and problem solving skills.
• Conduct regular audits, call monitoring and mystery shopping programs to assess service 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 operations, marketing, service, network, IT, CX quality and training heads to align initiatives with overall business goals.

Core Competencies

• Proven ability to lead large teams, drive cultural change and cross-functional collaboration.
• Strong understanding of telecom products, services, regulatory requirements and customer behavior management trends.
• Strong communication and stakeholder management.

Qualifications and Experience

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

• Develop and implement CX quality framework to ensure consistent and high quality customer interactions across all touchpoints (call centres, stores and digital channels) for frontline representatives, stores staff and digital support teams.
• Design and oversee training programs for customer engagement and problem solving skills.
• Conduct regular audits, call monitoring and mystery shopping programs to assess service 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 operations, marketing, service, network, IT, CX quality and training heads to align initiatives with overall business goals.

• Proven ability to lead large teams, drive cultural change and cross-functional collaboration.
• Strong understanding of telecom products, services, regulatory requirements and customer behavior management trends.
• Strong communication and stakeholder management.

• Bachelor in Business Administration or related fields.
• An MBA will be an added advantage.