Support Quality & Training Officer

How you'll help us achieve it

We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Support Quality & Training Officer to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do.

In this role, you'll:

Develop customer support training materials like digital presentations, manuals, and instructional videos.

Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.

Prepare procedures and policies regarding sales techniques and the appropriate support representatives' conduct.

Ensures the customer Support Representatives adhere to predetermined quality assurance standards and the business’s standard operating procedures.

Schedule and conduct training sessions on various customer support topics to prepare and support new employees.

Train experienced employees on new or updated customer support procedures to improve performance.

Observe the daily operations of the customer support employees and identify any areas of improvement.

Liaise with team leaders and managers to conduct on-the-job coaching.

Measure the effectiveness of training sessions and prepare individual or team progress reports.

Ensure employees keep up their productivity and maintain high levels of customer satisfaction.

Use a quality monitoring data management system to compile and track performance at the team and individual levels.

Provide verbal and written feedback delivery to support representatives monthly and as appropriate.

Key details

Location: The Gambia.

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 local languages and English.

At least 1 year of experience as a Customer Support Representative.

1 year of experience as a Quality and/ or Training Officer.

Proficiency with computers, Google Docs, and performance management software.

Strong knowledge of customer service processes.

Strong abilities to monitor and conduct training.

You might be a good fit if you

You can discern priority tasks.

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.

Have a strong 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.