Support Quality & Training Lead

Job Overview Our Mission We’re making Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That’s for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash. We’re solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don’t always work, you can still send money with Wave. In November 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote d’Ivoire. Now, we have millions of users and are growing fast. Our goal is to make Africa the first cashless continent and that’s where you come in….. How you’ll help us achieve it Are you passionate about developing people with an obsession to offer a world-class customer experience? We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Quality & Training Lead to join our thrilling journey ahead. You will be responsible for managing a team of Support Quality & Training Officers, focusing on the Customer Service department processes. Your goal is to ensure that all customer contacts align with our values and deliver the best customer experience. In this role, you’ll: Manage and update knowledge management systems in line with quality standards, protocols, and product and process changes. Document and provide guidance on new and existing processes and standards within the Customer Service department. Create and deliver training materials, ensuring materials are recorded and Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers. Collaborate across departments for projects and training Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations. Lead, support, guide, and develop the Quality & Training Officers reporting to Key details Location: Kotu, The Gambia Contract type: Permanent Work authorization in The Gambia is Our salaries are competitive and calculated using a transparent We pay 100% of your health care insurance premium cost for yourself and your dependents We support working parents – we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work We help you live your fullest life now! We subsidize gym memberships and fitness classes Airtime reimbursement Free food and a beautiful office space Requirements Fluency in English and local A Bachelor’s 5 years plus experience in customer service or call center operations with at least 4 years of experience in a leadership coaching position. Strong knowledge of customer service You might be a good fit if you You can discern priority tasks Demonstrate tenacity and a willingness to go the distance to get something done Are comfortable defaulting to over-communication and overreaching when it comes to coordination Are excessively detail-oriented and seek to achieve excellence in everything you Are client-oriented and have strong interpersonal skills Have a strong ability to schedule training sessions via Zoom or Google Meet Are a diplomatic speaker Have a teamwork spirit Are available every day of the week, including weekends, if necessary You have significant experience training large teams Please submit your resume via this link to apply: Support Quality & Training Lead Share: