Quality Assurance & Learning Team Manager
Location: Arusha
About the role:
The Team Manager, Quality Assurance & Learning manages the day-to-day operations of the Quality Assurance (QA) and Learning team, ensuring the consistent delivery of high-quality customer experiences and operational excellence. The role oversees quality monitoring activities, identifies performance improvement opportunities, and drives learning and development initiatives to address capability gaps.
About the role:
The Team Manager, Quality Assurance & Learning manages the day-to-day operations of the Quality Assurance (QA) and Learning team, ensuring the consistent delivery of high-quality customer experiences and operational excellence. The role oversees quality monitoring activities, identifies performance improvement opportunities, and drives learning and development initiatives to address capability gaps.
Team Leadership & Management
- 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.
Learning & Onboarding Coordination
- 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.
Quality & Compliance Strategy
- 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.
Stakeholder Engagement
- 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.
Engagement & Evaluation
- 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.
- 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.
- 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.
QA & Testing pay context
Based on 766 disclosed QA & Testing salaries on RoleSuite, the role pays a median of $123K/year, with most offers between $98K and $161K (10th–90th percentile: $83K–$190K).
See the full QA & Testing salary breakdown →