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| Job Vacancy at PGN Career Solutions - Quality & Training Manager (Call Centre) |
Department: Call Centre Operations
Reports To: Regional Head- Training and Quality
Location: Dar- es-salaam
Employment Type: Full-time
Position Summary
The Quality & Training Manager is responsible for ensuring that the call centre delivers exceptional customer service through the development, implementation, and continuous improvement of quality assurance and training programs. This role oversees the design and delivery of training for new hires and ongoing staff development, as well as the monitoring and evaluation of customer interactions to maintain compliance, efficiency, and service excellence.
Key Responsibilities
Quality Assurance:
- Develop, implement, and manage the call centre’s quality assurance framework, policies, and procedures.
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with service standards and regulatory requirements.
- Provide regular feedback and coaching to agents and team leaders based on QA evaluations.
- Analyze quality performance trends and prepare reports for management with actionable insights.
- Collaborate with operations leadership to drive continuous improvement initiatives.
Training & Development:
- Design, update, and deliver induction training for new hires.
- Create ongoing learning and development programs for existing agents and team leaders.
- Develop training content, manuals, and e-learning materials tailored to operational needs.
- Conduct needs assessments to identify skills and knowledge gaps within the call centre team.
- Track and measure the effectiveness of training programs through assessments and performance metrics.
Leadership & Collaboration:
- Lead and mentor a team of quality analysts and trainers.
- Partner with workforce management, HR, and operations to ensure alignment of quality and training with business objectives.
- Support the roll-out of new products, systems, and processes by coordinating relevant training and quality measures.
- Act as a subject matter expert (SME) on customer experience and call centre best practices.
Qualifications & Skills
- Bachelor’s degree in Business Administration, Communications, Human Resources, or a related field.
- Minimum 5 years of experience in a call centre environment, with at least 2–3 years in a quality assurance or training management role.
- Strong knowledge of call centre operations, KPIs, and customer service standards.
- Experience in curriculum design, facilitation, and e-learning tools.
- Excellent analytical, coaching, and communication skills.
- Ability to lead, motivate, and inspire a team.
- Proficiency in MS Office Suite; knowledge of call monitoring and LMS systems is an advantage.
Key Competencies
- Customer-centric mindset with a focus on service excellence.
- Strong leadership and people development skills.
- Attention to detail with the ability to analyze data and trends.
- Innovative and adaptable to change.
- Problem-solving and conflict resolution abilities.
Performance Indicators (KPIs)
- Improvement in customer satisfaction scores (CSAT/NPS).
- Reduction in error rates and non-compliance incidents.
- Training effectiveness measured by post-training performance.
- Agent quality score improvement.
- Employee engagement and retention in the call centre.
How to Apply:
Send Your CV to: recruitment@pgncareersolutions.co.tz