Support Quality & Training Officer

About Wave

Wave is building a future where Africa can become the first continent to operate without cash. The company creates financial services that are simple to use, affordable, and broadly accepted, helping people move money even in places where access to banking, infrastructure, and payment systems is limited. Since launching its mobile app in Senegal in 2017 for cash deposits, withdrawals, and person-to-person as well as business payments, Wave has expanded to millions of users across 9 countries and continues to grow quickly.

Role overview

Wave’s Customer Support team is in a high-growth phase and is looking for a Support Quality & Training Officer who is passionate about delivering an exceptional customer experience. The right person will place customers at the center of every decision and be highly committed to service excellence.

What you will do

• Create training resources for customer support, including digital slides, user manuals, and instructional videos.
• Review inbound calls, assess them against quality standards, and score them using approved quality assurance tools.
• Draft and improve procedures and policies related to sales methods and support representative conduct.
• Make sure support representatives follow company quality standards and standard operating procedures.
• Plan and lead training sessions for new hires on customer support topics.
• Provide refresher training to experienced employees when processes or policies change.
• Track day-to-day performance of support staff and identify opportunities to improve.
• Work with team leaders and managers to deliver coaching on the job.
• Evaluate how effective training sessions are and prepare progress updates for individuals and teams.
• Help maintain productivity and strong customer satisfaction across the support function.
• Use quality monitoring tools and data systems to record and track team and individual performance.
• Give monthly written and verbal feedback to support representatives, and more often when needed.

Location and contract details

This position is based in Bamako, Mali. It is a permanent, full-time role that can be performed remotely. Candidates must have work authorization in Mali.

Compensation and benefits

Wave offers competitive pay based on a transparent calculation method. Additional benefits include health insurance for employees and dependents, generous parental leave, subsidized child care after returning to work, gym and fitness class subsidies, airtime reimbursement, free meals, and access to a pleasant office environment.

Additional information

The organization supports working parents with 26 weeks of maternity leave and 4 weeks of paternity leave. The company also promotes autonomy, encourages employees to own their projects from problem definition through production monitoring, and operates with teams across multiple African countries and remote locations. Wave is an equal-opportunity employer and values an inclusive workplace.

Application guidance

Applicants are expected to submit a resume in English along with a cover letter explaining their interest in Wave and this role.

Who fits this role

This opportunity suits someone who can prioritize effectively, communicate proactively, stay highly detail-focused, and remain persistent when solving problems. The ideal candidate should be client-oriented, comfortable working with technology, able to coordinate across teams, and willing to work any day of the week, including weekends when required. Experience leading large training groups is also important.