Head of Quality, Training & Operations job at YAS Tanzania. July 2025

Position Title: Head of Quality, Training & Operations

Required Qualifications:

• A Bachelor’s degree in Business Administration or a closely related discipline
• At least 10 years of professional experience in sectors such as telecommunications, banking, customer support, quality control, training, or operational efficiency
• A Master’s in Business Administration (MBA) is considered a plus

Key Responsibilities:

• Establish and implement a customer experience (CX) quality strategy to maintain consistent service excellence across all customer-facing platforms—including call centers, retail outlets, and digital channels
• Create and manage training initiatives tailored for customer-facing teams to strengthen engagement and issue resolution capabilities
• Lead evaluations such as service audits, call reviews, and mystery shopper activities to maintain service quality standards
• Ensure training content remains current with product updates, service enhancements, and regulatory developments
• Introduce mobile learning platforms to offer employees flexible, on-the-go training access
• Develop and drive a strategic plan for operational teams focused on achieving business objectives and enhancing customer satisfaction
• Collaborate with departments such as customer service, IT, marketing, network operations, and CX leadership to align quality and training efforts with broader company goals

Key Competencies:

• Demonstrated leadership of large teams, with a track record of driving cultural transformation and fostering cross-functional collaboration
• In-depth knowledge of telecommunications offerings, compliance requirements, and evolving customer expectations
• Excellent interpersonal, communication, and stakeholder management skills

Additional Notes:
We are an equal opportunity employer dedicated to fairness and diversity in the workplace.
Only candidates selected for further consideration will be contacted.

Application Deadline: Apply by August 1, 2025, to be considered for this opportunity.

How to Apply:

CLICK HERE TO APPLY