Support Quality & Training Officer

About the role

We are looking for a Support Quality & Training Officer to help us deliver a world‑class customer experience as we expand across Africa. You will design and deliver training, monitor call quality, and ensure our support team follows best practices.

Key responsibilities

• Develop training materials such as presentations, manuals and instructional videos for the support team.
• Monitor, evaluate and score inbound calls against established quality assurance standards.
• Prepare procedures and policies related to sales techniques and support operations.
• Ensure support representatives adhere to quality standards and standard operating procedures.
• Schedule and conduct training sessions for new hires and ongoing coaching for experienced staff.
• Observe daily support operations, identify improvement areas and liaise with team leaders for on‑the‑job coaching.
• Measure training effectiveness, produce progress reports and provide regular verbal and written feedback.
• Use a quality monitoring data management system to track individual and team performance.

Required profile

• Strong commitment to delivering exceptional customer service.
• Detail‑oriented with a passion for quality assurance and continuous improvement.
• Excellent communication skills and ability to train and coach staff.
• Experience in a customer support or call‑center environment.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and your dependents.
• Parental leave policies (26 weeks for mothers, 4 weeks for fathers) and subsidised child‑care.
• Opportunity to grow with a fast‑expanding fintech company shaping Africa’s cashless future.