Quality & Training Manager (Call Centre) – Job Vacancy at PGN Career Solutions
Lead training and quality in call centre operations
Position Title: 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 Overview
PGN Career Solutions is seeking an experienced Quality & Training Manager (Call Centre) to join its operations team in Dar es Salaam. The role is pivotal in ensuring that the call centre consistently delivers excellent customer service by overseeing quality assurance processes and implementing impactful training programs.
This position manages the design and execution of training for both recruits and existing staff, as well as the monitoring of customer interactions to ensure compliance, efficiency, and continuous service improvement.
Key Responsibilities
Quality Assurance
- Develop, implement, and oversee the call centre’s quality assurance policies, procedures, and frameworks.
- Monitor and evaluate customer interactions across all channels (calls, chats, and emails) to ensure compliance with service standards and regulatory guidelines.
- Provide actionable feedback and coaching to agents and team leaders based on QA evaluations.
- Track performance trends, analyse data, and prepare reports with clear insights and recommendations for management.
- Collaborate with operations leadership to implement continuous improvement initiatives.
Training & Development
- Design, deliver, and update induction training for new employees.
- Develop ongoing learning programs for agents and team leaders to address evolving needs.
- Create training content, manuals, and e-learning resources aligned with operational goals.
- Conduct regular needs assessments to identify skills and knowledge gaps.
- Evaluate the effectiveness of training through assessments, performance tracking, and feedback loops.
Leadership & Collaboration
- Lead and mentor a team of trainers and quality analysts.
- Work closely with workforce management, HR, and operations leadership to ensure training and quality initiatives support business priorities.
- Coordinate training and quality measures for new product launches, system implementations, and process changes.
- Serve as a subject matter expert (SME) on customer experience, call centre operations, and industry best practices.
Qualifications & Skills
- Bachelor’s degree in Business Administration, Communications, Human Resources, or a related discipline.
- At least 5 years’ experience in a call centre environment, with a minimum of 2–3 years in quality assurance or training management.
- Strong knowledge of call centre operations, KPIs, and service standards.
- Hands-on experience in curriculum design, facilitation, and use of e-learning tools.
- Excellent analytical skills with the ability to interpret data and drive decisions.
- Strong coaching, mentoring, and communication skills.
- Proven ability to lead, motivate, and inspire teams.
- Proficiency in MS Office Suite; knowledge of call monitoring tools and Learning Management Systems (LMS) is an advantage.
Key Competencies
- Customer-first mindset with a strong focus on service quality.
- Strong leadership and people development skills.
- Detail-oriented with the ability to identify trends and areas of improvement.
- Innovative, adaptable, and open to change.
- Skilled in problem-solving and conflict resolution.
Performance Indicators (KPIs)
- Improved customer satisfaction scores (CSAT/NPS).
- Reduction in service errors and non-compliance issues.
- Training effectiveness is measured by post-training performance outcomes.
- Consistent improvement in agent quality scores.
- Higher employee engagement and reduced turnover within the call centre.
How to Apply
Qualified candidates are invited to submit their applications through the PGN Career Solutions application portal. Ensure your CV, cover letter, and supporting documents highlight your relevant skills and experience for this role.
Send Your CV to: recruitment@pgncareersolutions.co.tz
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