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 be responsible for designing and delivering training, monitoring call quality and ensuring that support agents meet our high standards of service.

Key responsibilities

• Develop training materials such as presentations, manuals and instructional videos for the support team.
• Monitor, evaluate and score inbound calls against established quality‑assurance criteria.
• Prepare and update procedures and policies related to sales techniques and support processes.
• Coach and train new hires as well as experienced agents on new or revised support procedures.
• Observe daily operations, identify improvement areas and work with team leaders to implement coaching.
• Measure training effectiveness, produce progress reports and provide regular verbal and written feedback.
• Use a quality‑monitoring data management system to track individual and team performance.

Required profile

• Strong commitment to delivering a world‑class customer experience.
• Excellent communication skills, both written and verbal.
• Ability to analyse call data and translate findings into actionable training.
• Organised, detail‑oriented and able to manage multiple training sessions.

Required skills

• Experience with quality‑assurance monitoring tools.
• Proficiency in creating digital training content (presentations, videos).

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) and subsidised child‑care.
• Opportunity to grow with a fintech company expanding across nine African countries.