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Support Quality & Training Lead
OtherOn-site — Kotu, The Gambia
Published on 2026-09-24
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About this role
The Support Quality & Training Lead will manage a team focused on enhancing customer service processes and training. Responsibilities include implementing quality standards, developing training materials, and analyzing performance metrics to improve customer satisfaction.
About the company
Wave provides financial software solutions tailored for small businesses, focusing on simplifying accounting, invoicing, and payment processing. Their user-friendly platform helps entrepreneurs manage their finances efficiently, promoting business growth.
The team
Customer Support team
What you'll do
- Manage and update knowledge management systems
- Document processes and standards for Customer Service
- Create and deliver training materials
- Develop analytical reports linking quality to customer satisfaction
- Collaborate across departments for projects
- Execute the Quality Framework
- Lead and develop Quality & Training Officers
What we're looking for
- Fluency in English and local languages
- Bachelor's degree in any discipline
- 5+ years in customer service or call center operations
- At least 2 years in a leadership coaching position
- Strong knowledge of customer service processes
Benefits
- Competitive salary
- Generous health insurance for dependents
- Generous parental leave policies
- Subsidized gym memberships
- Airtime reimbursement
- Free food and a beautiful office space