Support Quality & Training Officer
Skills
About the Role
You will develop customer support training materials including presentations, manuals, and instructional videos. You will monitor, evaluate, and score inbound calls against established quality standards, prepare procedures and policies, and ensure support representatives follow SOPs. You will schedule and conduct training for new hires and update training for experienced staff, observe daily operations to identify improvements, liaise with team leaders for on-the-job coaching, measure training effectiveness, compile quality monitoring data, and provide verbal and written feedback to representatives.
Requirements
- Fluency in French
- Intermediate-level English
- Bachelor's degree in any discipline
- At least 1 year of experience as a Customer Support Representative
- 3 years of experience as a Quality & Training Officer
- Proficiency with Excel
- Proficiency with Office Suite
- Proficiency with Periscope
- Proficiency with Front
- Strong knowledge of customer service processes
- Strong abilities to monitor and conduct training
- Work authorization in Côte d'Ivoire
Responsibilities
- Develop customer support training materials
- Monitor and evaluate inbound calls
- Score support interactions against quality standards
- Prepare procedures and policies for support and sales techniques
- Ensure representatives adhere to quality assurance standards and SOPs
- Schedule and conduct training sessions
- Train experienced employees on updated procedures
- Observe operations and identify areas for improvement
- Liaise with team leaders to conduct on-the-job coaching
- Measure training effectiveness and produce progress reports
- Compile and track performance using a quality monitoring data system
- Provide verbal and written feedback to support representatives
Benefits
- Generous health insurance for yourself and your dependents
- Generous parental leave (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