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 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