Support Quality & Training Officer
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
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