Position:

Head of Quality, Training & Operational

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.