Customer Care Trainer (Fintech)

TL;DR

Customer Care Trainer (Fintech): Developing and delivering training programs for Customer Care Representatives to enhance customer experience and agent performance with an accent on data-driven learning and BPO management. Focus on translating QA data into practical training interventions, creating scalable learning content, and ensuring consistent service standards across diverse markets.

Location: Hybrid (Accra, Ghana)

Company

hirify.global is a leading fintech company providing smartphones and financial services to millions of underbanked customers across Africa.

What you will do

• Facilitate training sessions and develop learning content to equip Customer Care Representatives for exceptional service.
• Analyze QA data and Team Leader insights to identify skill gaps and design targeted learning interventions.
• Build and maintain training materials, guides, and job aids that keep pace with product and process changes.
• Partner with BPO teams to ensure outsourced agents receive consistent, high-quality training.
• Run monthly assessments, track outcomes, and report on training effectiveness.
• Act as the bridge between business updates and the operational floor to ensure agent confidence.

Requirements

• Proven experience delivering and facilitating training for large teams in a contact center, BPO, or customer service environment.
• Demonstrable ability to develop practical training content, including facilitation plans and assessments.
• Strong analytical and reporting skills, using QA feedback and performance data to drive improvement.
• Must be based in Accra, Ghana for hybrid office attendance.

Culture & Benefits

• Diverse development programs, coaching partnerships, and on-the-job training.
• Family-friendly policies and a strong priority on employee well-being.
• Flexible work approach and supportive environment.
• Opportunity to be part of one of Africa's fastest-growing companies.