Support Quality & Training Officer

Abidjan, Côte d'Ivoire • View all jobs

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 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across six countries 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

We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Quality & Training Officer to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

In this role, you'll:

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' conduct
Ensures the customer Support Representatives adhere to predetermined quality assurance standards and the business’s 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 the customer support employees and identify any 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
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Provide verbal and written delivery of feedback to support representatives monthly and as appropriate

Key details

Location: Côte d'Ivoire
Contract type: Permanent
Work authorization in Côte d'Ivoire is required
Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months
We offer generous health insurance 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 French and intermediary-level English
A Bachelor's degree
At least 1 year of experience as a Customer Support Representative
1 year of experience as a Quality & Training Officer
Proficiency with computer & excel, Office Suit, periscope, front
Strong knowledge of customer service processes
Strong abilities to monitor and conduct training

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 do
Are client-oriented and have strong interpersonal skills
Are tech-savvy
Are available every day of the week, including weekends, if necessary
You have significant experience training large teams

Our team

We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, plus remote team members spread across the world.
We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
In 2023, we were on Y Combinator's top 50 companies by revenue.

How to apply

Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.