Support Quality & Training Officer

TL;DR

Support Quality & Training Officer (Customer Support): Develop customer support training materials and monitor inbound calls to ensure quality assurance standards are met. Focus on conducting training sessions and identifying areas of improvement to maintain high levels of customer satisfaction.

Location: Abidjan, Côte d'Ivoire. Work authorization in Côte d'Ivoire is required.

Salary: Our salaries are competitive and calculated using a transparent formula.

Company

hirify.global is making Africa the first cashless continent by building financial services that just work: no account fees, instantly available, and accepted everywhere.

What you will do

• Develop customer support training materials like digital presentations, manuals, and instructional videos.
• Monitor, evaluate, and score inbound calls against established quality assurance instruments and standards.
• Schedule and conduct training sessions on various customer support topics to prepare new employees and support them.
• Liaise with team leaders and managers to conduct on-the-job coaching.
• Provide verbal and written feedback to support representatives monthly and as appropriate.

Requirements

• Fluency in French and intermediate-level English.
• A Bachelor's degree in any discipline.
• At least 1 year of experience as a Customer Support Representative.
• 3 years of experience as a Quality & Training Officer.
• Proficiency with Excel, Office Suite, Periscope, and Front.
• Work authorization in Côte d'Ivoire is required.

Culture & Benefits

• 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.

Hiring process

• Fill out the form and upload a resume in English and a cover letter describing your interest in hirify.global and the role.
• We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.