Support Quality & Training Officer

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 9 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 a fascinating 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 the appropriate support representatives.

• 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 new employees and support them.

• Train experienced employees on new or updated customer support procedures to improve performance.

• Observe the 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.

• Uses 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.

Key details

• Location: Bamako, Mali.

• Contract type: Permanent.

• Work authorization in Mali is required.

• Our salaries are competitive and calculated using a transparent formula.

• 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, 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.

You might be a good fit if 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 they do.

• Are client-oriented and have strong interpersonal skills.

• Are tech-savvy.

• Are available every day of the week, including weekends, if necessary.

• 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, Uganda, Niger, Sierra Leone, and Cameroon 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.

• We are on Y Combinator's top 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.