Support Quality & Training Lead
Skills
About the Role
You will manage a team of Support Quality and Training Officers and ensure customer contacts meet quality standards. You will update and maintain knowledge management systems, document processes and standards, create and deliver training materials, produce analytical reports linking quality to customer satisfaction, collaborate with other departments on projects and training initiatives, execute the Quality Framework, and coach and develop your team.
Requirements
- Fluency in French and English
- Bachelor's degree
- 5 years of experience in customer service or call centre operations
- At least 3 years of experience in a leadership coaching position
- Strong knowledge of customer service processes
- Work authorization in Senegal
Responsibilities
- Manage and update knowledge management systems
- Document processes and standards within Customer Service
- Create and deliver training materials and record sessions
- Develop analytical reports linking quality performance with customer satisfaction
- Collaborate with other departments on projects and training initiatives
- Execute the Quality Framework and ensure quality results meet expectations
- Lead, support and develop Quality and Training Officers
- Manage a team of more than 15 Support Quality and Training Officers
Benefits
- Competitive salaries calculated with a transparent formula
- Performance reviews twice a year and bonuses for employees with more than 6 months tenure
- Generous health insurance for employee and dependents
- Parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and an office space