Training & Quality Assurance Specialist – Customer Service

About the role

The Training & Quality Assurance Specialist will ensure that Teledata ICT’s customer service team possesses the knowledge and skills required to deliver world‑class support. This role combines induction, ongoing training, and quality monitoring across all contact channels.

Key responsibilities

• Induct new hires on products, services, and customer‑service procedures.
• Develop, deploy and update training modules for customer‑service and related staff.
• Coordinate quarterly internal and external training sessions.
• Facilitate system and application training for the team.
• Conduct surveys and analyse data to assess service quality.
• Monitor compliance with established procedures and policies.
• Identify knowledge and service‑delivery gaps, then design coaching or training interventions.
• Coach and mentor staff to improve customer‑service performance.

Required profile

• 3–5 years of experience in a similar training or quality‑assurance role.
• First degree in Humanities; postgraduate degree or related customer‑service courses are an advantage.
• Experience in the telecommunications sector is preferred.
• Strong ability to plan, schedule and evaluate training events.
• Excellent communication skills in English, both written and verbal.

Required skills

• Proficiency with Microsoft tools (MS Office, PowerPoint, Excel, etc.).