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Head of Training and Quality Assurance – Customer Excellence

2 weeks ago

Johannesburg, Gauteng, South Africa Brsk Full time R1 200 000 - R3 600 000 per year

**Please note this is an internal only vacancy.

Head of Training and Quality Assurance – Customer Excellence**
We're not just another broadband provider—we're the fastest-growing full-fibre ISPs in the UK, with a 4.8 Trustpilot score. At Substantial Group, we believe in open ideas, real impact, and teams that genuinely enjoy working together. If you're looking for a role where your voice is heard and your work makes a difference, this could be your next move.

About The Role
Our ISPs, YouFibre and brsk, are committed to delivering seamless, human-centred experiences every time a customer reaches out. This newly created leadership role reflects our ambition to scale excellence across our Customer Excellence teams. As Head of Training – Customer Excellence, you will lead the strategic development and delivery of training and quality assurance programs across our entire customer service network—including internal teams and external partners. You'll shape agent capability, partner enablement, and service quality as we continue to grow.

What You'll Be Doing
Training Strategy & Program Development

  • Collaborate with the training team to design and implement comprehensive training programs for internal CS teams and external partners.
  • Lead the development of onboarding, induction, and competency certification frameworks to ensure agents are equipped to deliver exceptional service.
  • Create bespoke training modules informed by performance insights from calls, tickets, chats, and CSAT feedback.
  • Deliver engaging workshops and learning materials to support partner enablement and continuous development.

Quality Assurance Leadership

  • Oversee QA across all CS functions—internal and external—establishing clear benchmarks and performance standards.
  • Lead regular audits and assessments of customer interactions to identify trends, gaps, and opportunities for improvement.
  • Collaborate with stakeholders to embed QA best practices and ensure compliance with industry regulations and internal policies.
  • Use feedback from QA function to adapt training requirements and ensure the two areas work in tandem to drive high quality service for our customers.
  • Explore and implement AI-driven solutions to enhance the efficiency and accuracy of the QA process.

Partner Enablement & Support

  • Act as a strategic training partner to outsourced and third-party service providers, ensuring alignment in service delivery and standards.
  • Provide tailored training support through workshops, coaching sessions, and resource development to elevate partner performance.

Knowledge Management & Coaching

  • Ensure the customer service knowledge base is current, accessible, and effective for issue resolution.
  • Work with your team to Mentor CS and Retention leaders in coaching methodologies to foster a culture of continuous improvement.
  • Use data-driven insights to identify skill gaps and deliver targeted coaching interventions.

Customer Feedback & Channel Performance

  • Own the CSAT program and feedback loops, translating insights into actionable training and quality initiatives.
  • Collaborate with Customer Excellence and Retention teams to optimise customer touchpoints and elevate satisfaction.

What You'll Bring
We're looking for a visionary training leader who thrives in a fast-paced, high-growth environment. You'll bring:

  • Proven experience leading training and QA functions across customer service operations, including partner networks.
  • Expertise in training design, onboarding programs, and competency development.
  • Strong facilitation and presentation skills, with the ability to inspire and engage diverse audiences.
  • Familiarity with AI tools and their application in QA and performance monitoring.
  • A strategic mindset with a hands-on approach—comfortable designing from scratch and iterating for impact.
  • A collaborative spirit and the confidence to lead change across teams and partners.

A degree or diploma in education, business management, or quality assurance is desirable but not essential.

**Please note this is an internal role only

Closing date for applications is 10 am Monday 3rd November**