Support Quality & Training Officer

About the role

We are looking for a Support Quality & Training Officer to join our fast‑growing Customer Support team in Ouagadougou. You will play a pivotal role in ensuring world‑class service by developing training materials, monitoring call quality, and coaching support representatives.

Key responsibilities

• Develop training resources such as presentations, manuals and instructional videos for customer support staff.
• Monitor, evaluate and score inbound calls against established quality assurance standards.
• Prepare procedures and policies related to sales techniques and support processes.
• Ensure support representatives adhere to quality standards and standard operating procedures.
• Schedule and deliver training sessions for new hires and ongoing training for experienced staff.
• Observe daily operations, identify improvement areas and provide on‑the‑job coaching.
• Measure training effectiveness and produce progress reports for individuals and teams.
• Maintain productivity levels and high customer‑satisfaction scores.
• Use a quality monitoring data management system to track performance metrics.
• Provide regular verbal and written feedback to support representatives.

Required profile

• Passionate about delivering an exceptional customer experience.
• Detail‑oriented with a strong focus on quality assurance.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively with team leaders and managers.
• Legal authorization to work in Burkina Faso.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and your dependents.
• Parental leave: 26 weeks for mothers, 4 weeks for fathers, plus subsidised childcare on return.
• Opportunity to grow with a rapidly expanding fintech company.