Support Quality & Training Officer

About the role

We are scaling our Customer Support team and need a dedicated Support Quality & Training Officer to ensure a world‑class experience for our users across Africa. You will design training programs, monitor call quality, and coach representatives to continuously improve performance.

Key responsibilities

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

Required profile

• Passionate about delivering an exceptional customer experience.
• Detail‑oriented with a strong focus on quality assurance.
• Ability to create clear instructional content and conduct engaging training sessions.
• Excellent communication skills and a collaborative mindset.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and your dependents.
• Parental leave: 26 weeks for mothers, 4 weeks for fathers, plus subsidized childcare.
• Permanent contract with opportunities for growth in a fast‑expanding fintech.