Support Quality & Training Officer
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa. Its offerings include money transfers, deposits and withdrawals, bill payments, airtime purchases, merchant payments, collections, bulk payments, and checkout APIs.
Funding
Projects
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
About the Role
You'll join the Customer Support team during an exciting period of growth, helping ensure every customer interaction meets a world-class standard. You'll build training materials, coach representatives, monitor call quality, and help the team continuously improve so customers always feel supported.
Requirements
- Fluent in French with intermediate proficiency in English
- University degree or relevant experience in customer service
- 1+ year of experience as a Customer Support Representative
- 2+ years of experience as a Quality and Training Officer, including monitoring performance and delivering training programs
- Proficient in Excel, Microsoft Office Suite, Periscope, and Front
- Work authorization in Burkina Faso is required
Responsibilities
- Develop customer support training materials like digital presentations, manuals, and instructional videos
- Monitor, evaluate, and score inbound calls against established quality assurance instruments and standards
- Prepare procedures and policies regarding sales techniques and appropriate support representatives
- Ensure customer support representatives adhere to predetermined quality assurance standards and standard operating procedures
- Schedule and conduct training sessions on various customer support topics to prepare and support new employees
- Train experienced employees on new or updated customer support procedures to improve performance
- Observe the daily operations of customer support employees and identify areas of improvement
- Liaise with team leaders and managers to conduct on-the-job coaching
- Measure the effectiveness of training sessions and prepare individual or team progress reports
- Ensure employees keep up their productivity and maintain high levels of customer satisfaction
- Use a quality monitoring data management system to compile and track performance at the team and individual levels
- Provide verbal and written feedback to support representatives monthly and as appropriate
Benefits
- Generous health insurance for yourself and your dependents
- Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care when you return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and a beautiful office space
