Support Quality & Training Officer

About the company

Wave is working to make Africa the first continent without cash dependence. The company builds simple, low-cost financial tools that let people move money without account fees and with broad acceptance. Since launching its mobile app in Senegal in 2017 for cash-in, cash-out, peer-to-peer transfers, and business payments, the company has expanded to millions of users across 9 countries.

Role overview

The customer support team is expanding quickly, and Wave is hiring a Support Quality & Training Officer to help raise service standards. This person should be deeply committed to excellent customer experiences and keep customers at the centre of every decision.

What you will do

• Create training content for the support team, including slide decks, manuals, and video-based learning resources.
• Review incoming calls, assess them against quality standards, and assign scores using the approved QA framework.
• Draft and improve policies and procedures related to sales approach and expected conduct for support staff.
• Make sure support representatives follow quality requirements and standard operating procedures.
• Plan and deliver training sessions for new hires across a range of customer support topics.
• Provide refresher training to experienced staff whenever processes or procedures change.
• Track day-to-day team performance and identify opportunities to improve service delivery.
• Work with team leaders and managers to provide coaching on the job.
• Evaluate training impact and prepare progress updates for individuals and teams.
• Help maintain high productivity and strong customer satisfaction across the support function.
• Use quality monitoring and reporting tools to track performance at both team and individual level.
• Share monthly, and when needed, written and verbal feedback with support representatives.

Location and employment details

This role is based in The Gambia and is a permanent position. Work authorization in The Gambia is required.

Compensation and benefits

Wave says compensation is competitive and based on a transparent formula. Benefits include health insurance for the employee and dependents, parental leave for mothers and fathers, subsidised childcare on return to work, gym and fitness support, airtime reimbursement, free food, and access to a well-designed office space.

Requirements

• Fluent in both local languages and English.
• At least 1 year of experience as a customer support representative.
• At least 1 year of experience in a quality assurance and/or training role.
• Comfortable using computers, Google Docs, and performance management tools.
• Solid understanding of customer service operations and workflows.
• Ability to monitor performance and deliver training effectively.

Preferred fit

• Strong at identifying priorities and deciding what needs attention first.
• Persistent and willing to push through challenges to complete tasks.
• Very communicative, especially when coordinating work with others.
• Highly detail-focused and committed to high standards.
• Customer-oriented with strong people skills.
• Able to arrange training sessions using Zoom or Google Meet.
• Confident and diplomatic in communication.
• Enjoys working collaboratively.
• Available any day of the week, including weekends if needed.
• Has substantial experience training large groups.

Team context

The company has fast-growing local teams across Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon, along with remote team members around the world. The culture emphasizes ownership, autonomy, and end-to-end responsibility for projects. Wave also notes major investor backing and recognition among top companies by revenue.

How to apply

Applicants are asked to complete the application form and upload an English CV plus a cover letter explaining their interest in the company and the role.

Equal opportunity

Wave states that it is an equal-opportunity employer and values diversity in an inclusive workplace.