Agent Quality Officer
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 assess Wave's agent network on an ongoing basis, identifying weaknesses and providing data to help improve service quality and reliability. You'll travel regularly to visit assigned agents, audit their compliance with the code of conduct, and inspect their environments to detect concerns and areas for improvement. You'll check the completeness of agents' compliance documentation and write brief reports after each visit. You'll also investigate the field team's adherence to processes and policies through field visits, and disclose any competing interests that could affect your work.
Requirements
- 2+ years of experience in a similar position
- Bachelor's degree in Business Administration, Finance, Internal Control or any related field
- Fluency in English and French
- Good communication, writing and interpersonal skills
- Great attention to detail
- Well organized and flexible
- Process thinking
- Work authorization in Cote d'Ivoire
Responsibilities
- Travel and visit assigned Wave agents on a regular basis
- Audit agents regularly to ensure compliance with their code of conduct
- Inspect agencies' environment to detect possible concerns and areas for improvement
- Check the completeness of agents' compliance documentation
- Write brief reports detailing the experience after each agent visit
- Investigate the field team's adherence to processes and policies through field visits
- Disclose competing interests, including dislike of particular Wave points
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care upon return to work
- Airtime reimbursement
- Free food
- Beautiful office space