Job Title: Head of Quality, Training and Operational Enablement – Yas

Let’s grow together.
Yas is seeking a dynamic and experienced professional to join our leadership team as Head of Quality, Training and Operational Enablement. This role is critical in driving customer experience excellence, capability building, and operational performance across all customer touchpoints.

Minimum Requirements

Bachelor’s Degree in Business Administration or a related field
Minimum of 10 years’ experience in Telecom, Banking, or Customer Service environments, with strong exposure to:
- Quality Assurance
- Training and Development
- Operational Excellence
MBA or equivalent postgraduate qualification will be an added advantage

Core Responsibilities

Develop and implement a Customer Experience (CX) Quality Framework to ensure consistent, high-quality customer interactions across all touchpoints, including call centres, retail stores, and digital channels
Design, implement, and oversee training programs focused on customer engagement, service excellence, and problem-solving skills
Conduct regular service quality audits, call monitoring, and mystery shopping programs to assess and improve service delivery standards
Ensure training materials and content remain up to date with new products, services, processes, and regulatory requirements
Introduce and manage mobile learning solutions to enable flexible, on-demand employee learning
Develop and execute a comprehensive strategy for customer operations teams to meet business objectives and improve customer satisfaction
Partner with Operations, Marketing, Service, Network, IT, CX Quality, and Training leaders to align initiatives with overall business goals

Core Competencies

Proven ability to lead large teams, drive cultural transformation, and foster cross-functional collaboration
Strong understanding of telecommunications products and services, regulatory requirements, and customer behavior management trends
Excellent communication, leadership, and stakeholder management skills

Equal Opportunity Statement

We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.
Only shortlisted candidates will be contacted.

Application Deadline

If this opportunity aligns with your experience and aspirations, apply before 05 March 2026 and grow with us.

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY

To apply for this job please visit axian-group.csod.com.

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