Quality Assurance & Learning Team Manager

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: Tanzania

Description

What you will be expected to do:

• Oversee the daily functions of the QA and Learning team to ensure effective execution of quality evaluations, coaching, and training delivery.
• Manage team headcount, coordinate hiring needs, and oversee recruitment processes in coordination with HR and the QA & Learning Manager, Africa.
• Coordinate the onboarding and integration of new quality assessors, ensuring they are adequately trained and supported.
• Provide day-to-day guidance, performance tracking, and development planning for assessors.

• Facilitate and coordinate new hire onboarding sessions, especially during large-scale intakes.
• Ensure learning content and delivery are aligned with QA insights and business priorities.
• Work with trainers and assessors to tailor interventions based on observed performance trends.

• Monitor QA results and performance metrics, ensuring regular reviews and reporting to identify trends and improvement areas.
• Develop and implement strategies to improve compliance across markets, ensuring alignment with customer experience standards.
• Organise periodic calibration and feedback sessions with supervisors to drive quality consistency.

• Work with key business stakeholders to identify opportunities for improvement, efficiency, and change delivery.
• Provide insights and recommendations to improve customer experience based on quality data and learning feedback.
• Participate in cross-functional meetings to align QA and learning priorities with evolving business needs.
• Support the Head of QA & Learning by implementing stakeholder-aligned initiatives and reporting on execution progress.

• Ensure ongoing performance engagement with both customer service agents and QA assessors.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.

You might be a strong candidate if you

• Bachelor’s degree in Business Administration, Human Resource Management, Education, Communications, Customer Service Management, or a related field.
• Minimum of 2–3 years’ experience in quality assurance, training, or people management within a call centre or customer service environment.
• Strong understanding of QA frameworks, customer service standards, call monitoring methodologies, and adult learning practices.
• Experience managing and developing teams, including performance management, coaching, and employee development.
• Excellent analytical, communication, stakeholder engagement, and performance management skills, with proficiency in QA platforms, CRM systems, and Microsoft Office applications.

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.