Learning & Quality Manager

About the role

Assist Digital is seeking a Learning & Quality Manager for its Tunis office. You will lead the development, monitoring and continuous improvement of call‑center operations, ensuring high performance, quality standards and effective staff training.

Key responsibilities

• Monitor daily business and staff performance to maximise efficiency and profitability.
• Set goals, analyse call‑center metrics and ensure targets are met.
• Lead, develop and train Quality Specialists, Team Leaders and agents.
• Conduct performance reviews, needs assessments and cost‑analysis for operational strategies.
• Establish and enforce high standards of productivity, quality and user service.
• Improve centre performance through monitoring, problem‑solving, system audits and quality‑assurance measures.
• Prepare annual budgets, assess needs and manage cost‑scaling analyses.
• Collect, analyse and report trends and data from the call centre.
• Collaborate with HR on recruitment, interviewing and onboarding.
• Oversee system maintenance, upgrades and troubleshooting.

Required profile

• Excellent interpersonal, leadership and communication skills in English, French and Arabic.
• Creative, proactive problem‑solver with strong organisational and time‑management abilities.
• Proven experience developing training programmes and applying adult‑learning principles.
• Lean Six Sigma and CX Standard knowledge.
• Experience in international business contexts, preferably in automotive or call‑center environments.
• Facilitation skills and ability to build consensus among teams.
• Proficiency with Microsoft Word, Excel and email.

Required skills

• Lean Six Sigma
• CX Standard
• Adult Learning Theory
• Facilitation
• English (written & spoken)
• French (written & spoken)
• Arabic (written & spoken)
• Microsoft Word
• Microsoft Excel

What we offer

• Stimulating international work environment with heterogeneous teams.
• Full‑time permanent contract.
• Comprehensive benefits package including health insurance and transportation.
• Opportunities to expand knowledge and develop professionally.