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Support Quality & Training Lead
Wave
Posted 6 months agoDakar, Senegal
Location
Dakar, Senegal
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
Wave is looking for a Support Quality & Training Lead in Dakar to manage a team of more than 15 Support Quality & Training Officers, focusing on Customer Service department processes. You will ensure all customer contacts align with Wave's values and deliver the best customer experience. We are going through a fascinating period of growth and need someone passionate about developing people with an obsession to offer world-class customer experience.
Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
5 years of experience in customer service or call centre operations, with at least 3 years of experience in a leadership coaching position.
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Requirements
- Fluency in French and English.
- A Bachelor's degree.
- Strong knowledge of customer service processes.
- Work authorization in Senegal is required.
- Ability to discern priority tasks.
- Demonstrate tenacity and willingness to go the distance.
- Comfortable with over-communication and overreaching in coordination.
- Excessively detail-oriented.
- Client-oriented with strong interpersonal skills.
- Ability to schedule training sessions via Zoom or Google Meet.
- Diplomatic speaker with teamwork spirit.
- Available every day of the week, including weekends.
- Significant experience training large teams.
Responsibilities
- Manage and update knowledge management systems in line with 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.
- 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.
Benefits
- Competitive salaries calculated using a transparent formula.
- Performance reviews twice a year with bonuses for strong performers.
- Generous health insurance for yourself and your dependents.
- Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care.
- Gym memberships and fitness class subsidies.
- Airtime reimbursement.
- Free food and a beautiful office space.
How to Apply
Fill out the application form and upload a resume in English and a cover letter describing your interest in Wave and the role.
