About the job

Our Mission

At Wave, we are on a mission to transform Africa into the world's first cashless continent. With over half of the population in Sub-Saharan Africa lacking access to traditional banking services, we recognize the challenges faced by individuals and small business owners alike. High fees, distance to banking facilities, and the absence of card acceptance have forced many to keep their savings under their mattresses. Parents spend hours in line to pay school fees in cash, and business owners often find themselves at the mercy of predatory lenders.

We are addressing these issues by creating financial services that are accessible and user-friendly: no account fees, instant availability, and acceptance in all locations. In 2017, we launched a mobile app in Senegal for cash deposits, withdrawals, and peer-to-peer payments. Today, we proudly serve millions of users across nine countries and continue to expand rapidly.

Your role is crucial in helping us realize this vision.

Your Contribution

As part of our growing Customer Support team, we are seeking a passionate Support Quality & Training Officer who is dedicated to delivering an exceptional customer experience. You will play a key role in ensuring our customers are at the center of everything we do.

In this position, you will:

Create engaging training materials, including digital presentations, manuals, and instructional videos for customer support.
Monitor and evaluate inbound calls, scoring them against established quality assurance standards.
Develop and implement procedures and policies related to sales techniques and customer support best practices.
Ensure customer support representatives comply with quality assurance standards and standard operating procedures.
Conduct training sessions on various customer support topics to onboard new employees and assist ongoing training for existing staff.
Track the effectiveness of training sessions and prepare progress reports for individual and team performance.
Observe daily operations and identify areas for improvement.
Collaborate with team leaders and managers for on-the-job coaching.
Utilize a quality monitoring data management system to compile and assess team and individual performance metrics.

About the job

Our Mission

Your role is crucial in helping us realize this vision.

Your Contribution

In this position, you will:

Create engaging training materials, including digital presentations, manuals, and instructional videos for customer support.
Monitor and evaluate inbound calls, scoring them against established quality assurance standards.
Develop and implement procedures and policies related to sales techniques and customer support best practices.
Ensure customer support representatives comply with quality assurance standards and standard operating procedures.
Conduct training sessions on various customer support topics to onboard new employees and assist ongoing training for existing staff.
Track the effectiveness of training sessions and prepare progress reports for individual and team performance.
Observe daily operations and identify areas for improvement.
Collaborate with team leaders and managers for on-the-job coaching.
Utilize a quality monitoring data management system to compile and assess team and individual performance metrics.

Our Mission

Your role is crucial in helping us realize this vision.

Your Contribution

In this position, you will:

Create engaging training materials, including digital presentations, manuals, and instructional videos for customer support.

Monitor and evaluate inbound calls, scoring them against established quality assurance standards.

Develop and implement procedures and policies related to sales techniques and customer support best practices.

Ensure customer support representatives comply with quality assurance standards and standard operating procedures.

Conduct training sessions on various customer support topics to onboard new employees and assist ongoing training for existing staff.

Track the effectiveness of training sessions and prepare progress reports for individual and team performance.

Observe daily operations and identify areas for improvement.

Collaborate with team leaders and managers for on-the-job coaching.

Utilize a quality monitoring data management system to compile and assess team and individual performance metrics.