Support Quality & Training Officer
Skills
About the Role
You will develop customer support training materials including presentations, manuals, and videos. You will monitor, evaluate, and score inbound calls against quality assurance standards and prepare procedures and policies for support and sales techniques. You will schedule and run training sessions for new and experienced staff, observe daily operations to identify improvements, liaise with team leaders to deliver on-the-job coaching, measure training effectiveness and produce progress reports, use a quality monitoring data system to compile performance metrics, and provide regular verbal and written feedback to support representatives to maintain productivity and customer satisfaction.
Requirements
- Fluency in French
- Intermediate proficiency in English
- Work authorization in Senegal
- 1+ year experience as a Customer Support Representative
- 3+ years experience as a Quality & Training Officer
- Proficiency with Excel
- Proficiency with Office Suite
- Proficiency with Periscope
- Proficiency with Front
Responsibilities
- Develop customer support training materials
- Monitor, evaluate and score inbound calls
- Prepare procedures and policies for sales techniques and support processes
- Ensure support representatives adhere to quality assurance standards and SOPs
- Schedule and conduct training sessions
- Train experienced employees on updated procedures
- Observe daily support operations and identify improvements
- Liaise with team leaders and managers to conduct on-the-job coaching
- Measure training effectiveness and prepare progress reports
- Ensure employees maintain productivity and high customer satisfaction
- Use a quality monitoring data management system to track performance
- Provide verbal and written feedback to support representatives
Benefits
- Generous health insurance for employee and dependents
- Generous parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food