Support Quality

il y a 2 jours

Abidjan Abidjan Côte d'Ivoire, Côte d’Ivoire Wave Temps plein 2 250 000 CFA - 3 000 000 CFA par an
How you'll help us achieve it

Wave is now the largest financial institution in Senegal, with over 7 million users. And we're still in the early days of our product roadmap and potential impact on people's everyday lives.

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 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 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: Abidjan, 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 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 intermediate-level English.
  • A Bachelor's degree in any discipline.
  • At least 1 year of experience as a Customer Support Representative.
  • 3 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
  • 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.
  • You have significant experience training large teams.

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