Job Description

Touch Points Quality Team Leader

  • Khartoum


ZAIN Job Description

Department/Section: Operations
Job Title: Team Leader – Touch Points Quality
Reports to: Manager - Experience Design
Job Purpose:

Will be leading quality improvements at the different Touchpoints and managing organization's relationships with its customers by improving customers' sales, loyalty, and advocacy SO THAT to create happier customers and helping Zain SD to be the "Wonderful world"
Key Tasks/Accountabilities:
  • Managing and controlling the Awareness campaigns through direct touch points, by face-to-face, events and social media communication campaigns in order to ensure their work is delivered and customer know about our business and our products and services.
  • Analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop and provide a deep insights into customer needs and behaviors and that through shops, universities and social media interactions.
  • Working with other department that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.
  • Building and maintaining positive WOM with internal/external customers and working collaboratively to develop and implement agreed objectives in order create a sustainable competitive advantage, and drive growth.
  • Maintaining the youth touch point sales and ensure that they act as sales force, because this will participate in the company’s Objectives and will increase the youth interaction and skills.
  • Responsible for the team’s evaluation performance and performance development on a monthly base.
  • Supervising, coaching, motivating and problem resolution for team’s members in order to and Building and maintaining positive relation with and across the team.
  • Working with management to identify effective solutions for operational issues and responsible about any other tasks required by direct Teams Leader/Manager, Director and Top Management.
  • Responsible for reporting needs and status of assigned tasks.
  • Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.
Performance measurement:
  • Awareness of Zain Brand / Products and services within the youth segment
  • On-time delivery for reports.
  • Action points follow up and implementation.
  • Customer Engagement Index
  • Results achieved against requested / On-time delivery for reports.

What Do You Need to Qualify


  • Educated to university degree.
  • Relevant Professional Business qualification is mandatory
  • Minimum 3 years experience in related field Prior.
  • Excellent oral, written, verbal, interpersonal, and presentation communication skills in both Arabic & English language.
  • Basic knowledge in Telco products and services and good commercial background
  • Promise delivery system
  • Excellent project management Qualitative and quantitative research methods
Skills and abilities:
- Excellent, Strong communication skills and the ability to explain complex matters and interact effectively with management and employees
- Highly developed Presentation and reporting skills (verbal and written).
- Must have strong interpersonal abilities and should like to work with many different people
- Drive for Results: They move tasks and assignments towards successful closure because they set aggressive goals and are internally driven
- Analytical Thinking: They make sound decisions by investigation, analyzing , synthesizing and identifying root causes to draw the appropriate conclusions
Key Behaviours for Success:
  • Enthusiastic, Confident and able to work independently, and under pressure
  • Motivate: Inspiring and Motivating others to High performance
  • Accountability: acknowledge and assume responsibility and decisions , accept ownership and to account for their actions
  • Communicate: Communicate Powerfully and Effectively, both oral and written in local language and Business English
  • Team Work: Ability To Work well with diverse teams and Builds good working relationships /understand that its takes team effort to win and collaborating with teams from across the globe
  • Initiative: They complete the work on their own initiative by volunteering for or accepting challenging as segments and a Self starter
  • Delighting Customers: translating passion for customers into action plans for the team and area of work and ability to tailor global opportunities to the needs of local customers
  • Integrity: High personal integrity, and able to relate to and create trust in all.
  • Self Development: Practicing Self Development, demonstrating the ability, versatility and energy to adapt, learn and develop themselves, applying this to improve work out comes
  • Easy going, fast thinker, and able to make up solutions.
  • Confidentiality & Collaborative & Tenacity
  • Adherence to company policies and procedures and remains objective with local/cultural issues.

About Us

About Zain Sudan:
The country’s leading operator was established in 1997 and today serves More than 16 million customers as of 31 August 2020, reflecting a market share of more than 48%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population with 2G, 3G and LTE sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit

Job Overview

  • Operations:

    Zain SD

  • Location:


  • Contract Type:

    Full Time Employee