Support Quality & Training Lead

How you'll help us achieve it

Are you passionate about developing people with an obsession to offer a world-class customer experience? We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Quality & Training Lead to join our thrilling journey ahead.

You will manage a team of Support Quality & Training Officers, focusing on the Customer Service department processes.

In this role, you'll:

Manage and update knowledge management systems per quality standards, protocols, product, and process changes.

Document and provide guidance on new and existing processes and standards within the Customer Service department.

Create and deliver training materials, ensuring materials are recorded and accessible.

Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.

Collaborate across departments for projects and training initiatives.

Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations.

Lead, support, guide, and develop the Quality & Training Officers reporting to you.

Key details

Location: Kotu.

Contract type: Permanent.

Work authorization in The Gambia is required.

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 generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.

We help you live your fullest life now! We subsidize gym memberships and fitness classes.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

Fluency in English and local languages.

A Bachelor's degree in any discipline.

5+ years of experience in customer service or call center operations, with at least 2 years of experience in a leadership coaching position.

Strong knowledge of customer service processes.

You might be a good fit if you

Demonstrate tenacity and a willingness to go the distance to get something done.

Are comfortable defaulting to over-communication and overreaching when it comes to coordination.

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

Are client-oriented and have strong interpersonal skills.

Ability to schedule training sessions via Zoom or Google Meet tools.

Are a diplomatic speaker.

Have a teamwork spirit.

Are available every day of the week, including weekends, if necessary.

You have significant experience training large teams.