Wave
SupportQuality&TrainingOfficer
“Support Quality & Training Officer at Wave. Skills: Quality Assurance, Training Development, Customer Support. Develop customer support training materials. Monitor, evaluate and score inbound calls”
Industry & Context.
identify any areas of improvement
Work authorization in The Gambia is required, Available every day of the week, including weekends, if necessary
What They're Looking For.
Must Have
Fluency in local languages and English, At least 1 year of experience as a Customer Support Representative, 1 year of experience as a Quality and/or Training Officer, Proficiency with computers, Google Docs, and performance management software, knowledge of customer service processes, abilities to monitor and conduct training
Nice to Have
significant experience training large teams
What You'll Do.
Develop customer support training materials
evaluate and score inbound calls
Prepare procedures and policies
Ensure adherence to quality assurance standards
Schedule and conduct training sessions
Train experienced employees on new procedures
Observe daily operations
Liaise with team leaders and managers
Measure training effectiveness
Prepare progress reports
Ensure employees maintain productivity
Use quality monitoring data system
Provide feedback to support representatives
How You'll Work.
Team & Collaboration
Liaise with team leaders and managers; Work with product team
Communication Scope
Provide verbal and written feedback
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