Agent Quality Manager
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
Skills
About the Role
You'll play a pivotal role in shaping and maintaining a compliant and efficient agent network. Working closely with agent management and compliance teams, you'll develop robust internal policies, procedures, and practices to ensure agent compliance. You'll coordinate and lead a unit team to implement strategy and achieve objectives in agent quality management, identify and coordinate monthly improvement projects, and manage a team of Mystery Shoppers, mentoring and coaching them. You'll help track agent quality, devise ways to uncover misuse of allocated funds, and support the Head of Operations in identifying and mitigating risks across the network. Expect to travel to field locations within Cote d'Ivoire up to 20% of the time.
Requirements
- Bachelor's degree or above in IT, business administration, finance, criminology or other relevant disciplines
- 3+ years of experience in operations
- Experience in managing, coaching, and mentoring a high-performing team
- Strong proficiency in data analysis and the capability to interpret complex datasets to identify trends, draw actionable insights, and support data-driven decision-making
- Fluency in English and French
- Willingness to travel up to 20% of the time to different regions within Cote d'Ivoire
- Work authorization in Côte d'Ivoire is required
Responsibilities
- Coordinate and lead the unit team to implement the strategy and achieve the planned objectives in agent quality management
- Identify, plan, and coordinate monthly projects to improve processes and tools within the agent ops team
- Coordinate policy reviews and process documentation, including key learnings, and help with knowledge transfer sessions with other affiliate country operations
- Assist with ideas, special programs, project designs, and pilot implementations related to the unit
- Track agent quality through well-coordinated mystery shopping with the team
- Manage a team of high-performing Mystery Shoppers, mentoring and coaching them to perform to the best of their ability
- Devise ways to unearth and track tricks by which agents do not utilize Wave's allocated funds for the intended purpose, and suggest improvements
- Develop and formalize control procedures to ensure the quality of agents across the network
- Understand the user's biggest problems from first principles and figure out how processes and tools should solve them
- Prioritize the biggest problems blocking the unit's performance and impact
- Support the Head of Operations in identifying and mitigating risks across the network and for customers
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care when returning to work
- Airtime reimbursement
- Free food
- Beautiful office space