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 be joining a growing Customer Support team where you'll help ensure every customer interaction meets a world-class standard. You'll create engaging training materials, run training sessions for new and experienced employees, and monitor calls to make sure quality standards are met. You'll work closely with team leaders and managers to coach representatives, track performance through a quality monitoring system, and give regular feedback to help the team continuously improve. You'll play a key role in shaping how customer support operates and grows.
Requirements
- Fluency in French, Bambara, and intermediate-level English
- A Bachelor's degree in any discipline
- At least 1 year of experience as a Customer Support Representative
- 2 years of experience as a Quality & Training Officer
- Proficiency with Excel, Office Suite, Periscope, and Front
- Strong knowledge of customer service processes
- Strong abilities to monitor and conduct training
- Work authorization in Mali 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 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 for 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 at 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
- Beautiful office space