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 at a moment of rapid growth, helping deliver a world-class customer experience. You'll develop training materials, monitor and score support calls, coach representatives, and track performance to keep quality high across the team.
Requirements
- Fluency in local languages and English
- At least 1 year of experience as a Customer Support Representative
- 1 year of experience as a Quality and/or Training Officer
- Proficiency with computers, Google Docs, and performance management software
- Strong knowledge of customer service processes
- Strong abilities to monitor and conduct training
- Work authorization in The Gambia 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 representative conduct
- Ensure Customer Support Representatives adhere to predetermined quality assurance standards and standard operating procedures
- Schedule and conduct training sessions on various customer support topics for new employees
- Train experienced employees on new or updated customer support procedures to improve performance
- Observe 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 maintain productivity and high levels of customer satisfaction
- Use a quality monitoring data management system to compile and track performance
- 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
- Beautiful office space
