Customer Care Trainer (Fintech)

TL;DR

Customer Care Trainer (Fintech): Managing the capability of in-house and BPO agent teams by designing and facilitating training programs with an accent on performance gap diagnosis and learning content development. Focus on translating business changes and product updates into practical agent-ready training to improve contact center KPIs.

Location: Hybrid in Lagos, Nigeria

Company

A pan-African fintech providing financial access to millions of customers across Kenya, Uganda, Nigeria, Ghana, and South Africa.

What you will do

• Design and facilitate training sessions for Customer Care Representatives covering products, systems, and customer handling.
• Conduct training needs analysis based on QA feedback and performance trends to build targeted coaching plans.
• Develop and maintain training materials, guides, and job aids to ensure alignment with SOPs and policies.
• Manage monthly assessments and certification readiness across in-house and BPO teams.
• Act as the learning liaison for cross-functional change rollouts.

Requirements

• Minimum 2 years of experience training call center or customer support agents.
• Solid understanding of contact center KPIs, QA practices, and service workflows.
• Proven ability to develop practical training content, assessments, and job aids.
• Bachelor's degree in Education, Training & Development, Human Resources, or a related field.
• Proficiency in CRM tools and Microsoft Office Suite.

Culture & Benefits

• Diverse development programs, coaching partnerships, and on-the-job training.
• Family-friendly policies and a strong prioritize on employee well-being.
• Flexible work approach within a hybrid office model.
• Inclusive environment as an equal opportunity employer.