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png career solutions
WE ARE
HIRING
QUALITY & TRAINING MANAGER
INDUSTRY: CALL CENTRE
On behalf of our client, we’re looking for a Quality & Training Manager responsible for ensuring the call centre delivers exceptional customer service through quality assurance and staff development. The role covers training design and delivery, monitoring of customer interactions, and driving service excellence.
RESPONSIBILITIES
- Develop and manage the quality assurance framework and policies.
- Monitor customer interactions (calls, chats, emails) for compliance.
- Provide feedback and coaching based on evaluations.
- Analyze quality performance trends and prepare reports.
- Collaborate with operations to drive continuous improvement.
- Design and deliver induction training for new hires.
- Create ongoing learning programs for existing staff.
- Develop training materials and conduct needs assessments.
- Lead a team of quality analysts and trainers, and support the roll-out of new products and processes.
- Improvement in customer satisfaction scores (CSAT/NPS).
QUALIFICATIONS
- Bachelor’s degree
- 5+ years in a call centre, including 2-3 years in quality assurance or training management.
- Strong understanding of call centre operations and customer service standards.
- Proficient in curriculum design, e-learning tools, and excellent analytical and communication skills.
- Strong leadership abilities with a customer-centric mindset and innovative problem-solving skills.
Send Your CV to: recruitment@pgncareersolutions.co.tz
APPLY NOW
09th September 2025
PGN
CAREER SOLUTIONS
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To apply for this job email your details to recruitment@pgncareersolutions.co.tz