Support Quality & Training Lead
At a glance
Senior Learning & Development role at Wave. Banjul · full-time.
Pay not stated Learning & Development salary
hrroles summary, based on the employer's posting.
What you'll do
- Keep the knowledge systems current as service standards, products, and processes change
- Write guidance on customer service procedures and build training resources people can access later
- Connect quality results with customer satisfaction in reports, then share findings with relevant managers
- Run the quality framework with your officers and coach the team members who report to you
- Coordinate training and project work with other departments
What you bring
- At least five years in customer service or call center operations, including two years in a coaching leadership role
- A bachelor’s degree in any subject and fluency in English plus local languages
- Strong command of customer service processes and substantial experience training large teams
Who this fits
This senior role suits someone who can lead and develop quality and training officers while staying close to support processes. It is based in Kotu, The Gambia, and requires authorization to work there. You may need to be available any day of the week, including weekends.
From the employer
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
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 manage a team of Support Quality & Training Officers, focusing on the Customer Service department processes.
In this role, you'll:
- Manage and update knowledge management systems per quality standards, protocols, 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 accessible.
- 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 initiatives.
- Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations.
- Lead, support, guide, and develop the Quality & Training Officers reporting to you.
Key details
- Location: Kotu.
- Contract type: Permanent.
- Work authorization in The Gambia 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 English and local languages.
- A Bachelor's degree in any discipline.
- 5+ years of experience in customer service or call center operations, with at least 2 years of experience in a leadership coaching position.
- Strong knowledge of customer service processes.
You might be a good fit if you
- 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.
- Ability to schedule training sessions via Zoom or Google Meet tools.
- 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.
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.