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Support Quality & Training Officer

wavemm1Banjul, The Gambia
On-site Full-time

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Experience Level

Experience

Qualifications

To excel in this role, you should possess:A strong commitment to enhancing customer experience and support delivery. Experience in developing training materials and conducting training sessions. Proficiency in evaluating performance against established standards. Excellent communication and interpersonal skills. The ability to work collaboratively with different teams. Strong organizational skills and attention to detail.

About the job

Our Vision

We are dedicated to transforming Africa into the world's first cashless continent.

In 2017, more than half of the population in Sub-Saharan Africa lacked access to banking services. This is largely due to exorbitant fees, the distance to the nearest branch, and the limited acceptance of card payments. Consequently, individuals often resort to keeping their savings at home, small business owners are subjected to high-interest loans, and parents spend countless hours in queues to pay school fees in cash.

We are addressing these challenges by developing financial services that are user-friendly: with no account fees, instant availability, and widespread acceptance. Even in areas with unreliable infrastructure, such as electricity and road access, you can easily send money using Wave. Our mobile app, launched in Senegal in 2017, facilitates cash deposits, withdrawals, and peer-to-peer as well as business payments. Today, we proudly serve millions of users across nine countries and continue to expand rapidly.

Your role will be vital in aiding us to achieve our mission.

Your Contribution

As we experience an exciting phase of growth within our Customer Support team, we are on the lookout for a Support Quality & Training Officer to join our journey. We seek someone who is deeply passionate about delivering a world-class customer experience, placing our customers at the core of every action.

In this position, you will:

  • Create comprehensive training materials for customer support, including digital presentations, manuals, and instructional videos.
  • Evaluate and score inbound calls using established quality assurance metrics and standards.
  • Develop and implement procedures and policies that govern sales techniques and the conduct expected from support representatives.
  • Ensure customer support representatives meet defined quality assurance standards and adhere to the organization's standard operating procedures.
  • Organize and facilitate training sessions covering various customer support topics to equip and support new hires.
  • Provide training for seasoned staff on new or revised customer support procedures to enhance performance.
  • Monitor daily operations of customer support employees to identify opportunities for improvement.
  • Collaborate with team leaders and managers to deliver on-the-job coaching.
  • Assess the effectiveness of training sessions and compile individual or team progress reports.
  • Maintain high productivity levels among employees while ensuring exceptional customer satisfaction.
  • Utilize a quality monitoring data management system to track and analyze performance metrics.

About wavemm1

wavemm1 is at the forefront of the financial revolution in Africa, striving to create a cashless continent where financial services are accessible to everyone. With our innovative solutions, we are breaking down barriers to financial inclusion and fostering economic growth across the region.

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