Training & Quality Assurance Specialist – Customer Service

About the role

The Training & Quality Assurance Specialist ensures customer service staff have the right knowledge and skills to provide world‑class service and monitors the quality of service across all contact channels.

Key responsibilities

• Induction of new recruits on products, services, procedures and processes.
• Develop training modules and deploy them for customer service and other staff.
• Coordinate quarterly internal and external training for customer service staff.
• Facilitate training on all systems and applications.
• Conduct and analyze surveys on quality of service.
• Monitor service quality and ensure compliance with procedures and policies.
• Identify knowledge gaps and provide training or coaching to bridge them.
• Identify service delivery gaps and initiate staff leveraging.
• Coach and mentor customer service staff to achieve excellent delivery.

Required profile

• Minimum 3–5 years experience in a similar training and quality assurance role.
• First degree in Humanities; postgraduate degree is an advantage.
• Relevant customer service or training certifications are a plus.
• Practical experience in telecommunications industry preferred.