Head of Quality, Training & Operational at YAS

New vacancy: Head of Quality, Training & Operational

Let’s grow together—become our next leader!

Head of Quality, Training & Operational

Bachelor’s degree in Business Administration or a related field
Minimum 10+ years of experience in telecom, banking, customer service, quality assurance, training, or operational excellence roles
An MBA will be an added advantage

Develop and implement a customer experience (CX) quality framework to ensure consistent, high-quality customer interactions across all touchpoints (call centres, stores, and digital channels)
Design and oversee training programs for frontline representatives, store staff, and digital support teams to enhance customer engagement and problem-solving skills
Conduct regular audits, call monitoring, and mystery shopping programs to assess service delivery standards
Keep training content updated with new company products, services, and regulatory requirements
Introduce mobile learning applications to enable employees to access training anytime, anywhere
Develop and execute a comprehensive strategy for customer operations teams to achieve business goals and improve customer satisfaction
Partner with customer service, network operations, IT, marketing, and CX heads to align CX quality and training initiatives with overall business goals

Proven ability to lead large teams, drive cultural change, and influence cross-functional collaboration
Strong understanding of telecom products, services, regulatory requirements, and customer behavior trends
Strong communication and stakeholder management skills

We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.
Only shortlisted applicants will be contacted.
If this description corresponds to you, grow with us by applying before August 01, 2025.

How to Apply:

Job type Full-time Job, To submit your application, please follow the link provided below.