Agent Quality Officer

How you'll help us achieve it

We’re looking for an Agent Quality Officer to assess our agent network on an ongoing basis and identify weaknesses, providing us with relevant data likely to help improve service quality and agent network reliability.

In this role, you'll;

Travel and visit on a regular basis assigned Wave’s agents.

Audit agents on a regular basis to ensure that they are complying with their code of conduct.

Inspect agencies' environment to detect possible concerns and areas for improvement.

Check on the completeness of the agents’ compliance documentation.

Write brief reports detailing the experience after each wave agent visit.

Investigate the field team’s adherence to the process and policies through field visits.

Disclose competing interests, including dislike of particular Wave points.

Key details

You'll be based in Abidjan, with travels in the upcountry.

Work authorization in Cote d'Ivoire.

This is a permanent position.

Our salaries are competitive and calculated using a transparent formula.

We offer generous health insurance for yourself and your dependents.

We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

2+ years of experience in a similar position.

Bachelor’s degree in Business Administration, Finance, Internal Control or any related field.

Fluency in English and French.

Good communication, writing and interpersonal skills.

Great attention to detail.

Well organized and flexible.

Process thinking.

You might be a good fit if you

Have worked in the field - either in selling, communication or distribution.

Have experience in assessing service quality or conducting surveys/data collection.

Communicate effectively and often, both in writing and in-person, to the point of over-communication.

Are detail-oriented and seek to achieve excellence in everything you do.

Adjust quickly to changing conditions and any environment.

Great at data gathering, reporting and analytics to draw insightful conclusions.

Adjust quickly to changing priorities and conditions.

Are self-motivating with a focus on self-improvement.