Support Quality & Training Officer

About the role

Join a fast‑growing fintech on a mission to make Africa cashless. As a Support Quality & Training Officer you will ensure that our customer support team delivers world‑class service while continuously improving their skills and performance.

Key responsibilities

• Develop and maintain training materials such as presentations, manuals and instructional videos for the support team.
• Monitor, evaluate and score inbound calls against established quality‑assurance standards.
• Create and update procedures and policies related to sales techniques and support operations.
• Conduct onboarding training sessions and ongoing workshops for new and experienced representatives.
• Observe daily support activities, identify improvement areas and provide on‑the‑job coaching.
• Collaborate with team leaders and managers to deliver targeted coaching and feedback.
• Measure training effectiveness, generate progress reports and track performance metrics.
• Provide regular verbal and written feedback to support representatives.

Required profile

• Strong obsession with delivering an exceptional customer experience.
• Excellent communication and presentation skills.
• Ability to analyze call data and translate insights into actionable training.
• Detail‑oriented with a focus on maintaining quality standards.

Required skills

• Experience using quality monitoring and data‑management systems.
• Proficiency in creating digital training content (presentations, videos, manuals).

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 subsidised childcare.
• Opportunity to grow with a mission‑driven fintech expanding across Africa.