Support Quality & Training Lead

How you'll help us achieve it

Are you passionate about developing people with an obsession to offer world-class customer experience? We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Quality & Training Lead to join our thrilling journey ahead. 

You will be responsible for managing a team of more than 15 Support Quality & Training Officers, focusing on the Customer Service department processes. Your goal is to ensure that all customer contacts align with our values and deliver the best customer experience.

In this role, you'll: 

• 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.
• Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
• 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.

Key details

• Location: Dakar.
• Contract type: Permanent.
• Work authorization in Senegal is required.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in French and English.
• A Bachelor's degree.
• 5 years plus experience in customer service or call center operations with at least 4 years of experience in a leadership coaching positon.
• Strong knowledge of customer service processes.

You might be a good fit if you

• You can discern priority tasks.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Ability to schedule training sessions via Zoom or Google Meet tools.
• Are a diplomatic speaker.
• Have a teamwork spirit.
• Are available every day of the week, including weekends, if necessary.
• You have significant experience training large teams.