Support Quality & Training Lead
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa.
Funding history
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead Support Quality and Training Officers and improve customer service processes. You will maintain knowledge systems, document standards, create and deliver training, analyze quality and satisfaction performance, collaborate on projects, and execute the quality framework.
Requirements
- Fluency in English and local languages
- Bachelor's degree in any discipline
- 5+ years of experience in customer service or call center operations
- At least 2 years of leadership coaching experience
- Knowledge of customer service processes
- Experience training large teams
- Zoom or Google Meet
Responsibilities
- Manage and update knowledge management systems
- Document and guide customer service processes and standards
- Create and deliver accessible training materials
- Develop reports connecting quality performance and customer satisfaction
- Share quality insights with relevant managers
- Collaborate on cross-departmental projects and training initiatives
- Execute the Quality Framework with Quality and Training Officers
- Lead, support, guide, and develop Quality and Training Officers
Benefits
- Health insurance for employees and dependents
- Parental leave
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
