Support Quality & Training Lead – Customer Service

Job Overview

Company: Wave
Job Title: Support Quality & Training Lead
Location: Dakar, Senegal
Job Type: Full-Time
Industry: FinTech / Customer Service / Call Centre Operations / Training & Development
Career Level: Mid-Level to Senior Leadership
Experience Required: Minimum 5 Years
Team Management: Lead a Team of 15+ Quality & Training Officers
Salary: Competitive Salary Package (Not Disclosed)

Wave Official Website is hiring a Support Quality & Training Lead in Dakar to oversee customer service quality, training delivery, coaching, and performance improvement within the support team. This opportunity is ideal for professionals seeking customer service jobs in Senegal, call center manager jobs, quality assurance leadership roles, training manager careers, customer experience jobs, and FinTech operations opportunities.

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About the Company

Wave is one of Africa’s fastest-growing financial technology companies, focused on creating affordable, accessible, and seamless financial services across multiple African countries.

Wave provides innovative mobile money services that allow users to:

• Send money instantly
• Deposit and withdraw funds
• Make business payments
• Access affordable financial services

The company is committed to delivering world-class customer experience, innovation, and operational excellence while building a strong customer-first culture.

Job Description

The Support Quality & Training Lead will manage and develop a team of more than 15 Support Quality & Training Officers, ensuring all customer interactions align with company values and customer service excellence standards.

The successful candidate will oversee customer service quality frameworks, knowledge management systems, employee coaching, training programs, reporting, and quality assurance initiatives to improve customer satisfaction and operational performance.

This role is ideal for professionals interested in customer service leadership jobs, quality assurance careers, call centre management roles, customer success operations, employee training jobs, and service excellence careers.

Key Job Responsibilities

Team Leadership & Staff Development

• Lead, coach, and support a team of 15+ Quality & Training Officers.
• Monitor workforce performance and productivity.
• Develop employee growth plans and coaching initiatives.
• Foster a high-performance customer service culture.

Training & Development

• Create and deliver customer service training materials.
• Organize training sessions using:
  • Zoom
  • Google Meet
• Ensure all training content is documented, recorded, and easily accessible.
• Train large customer support teams on quality standards and procedures.

Knowledge Management & Process Improvement

• Manage and update internal knowledge management systems.
• Ensure customer service procedures remain aligned with:
  • Quality standards
  • Product updates
  • Protocol changes
  • Process improvements
• Document new and existing customer service procedures.

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Quality Assurance & Customer Experience

• Execute and maintain the company’s Quality Framework.
• Monitor customer interactions and service quality standards.
• Ensure all customer contacts align with company values.
• Drive initiatives to improve customer experience and satisfaction.

Reporting & Analytics

• Develop analytical reports connecting:
  • Quality performance
  • Customer satisfaction
  • Team performance metrics
• Share operational insights and recommendations with managers.
• Monitor quality trends and identify improvement opportunities.

Cross-Functional Collaboration

• Collaborate with internal departments on:
  • Training initiatives
  • Process improvements
  • Customer service projects
• Coordinate effectively with leadership and operational teams.

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Education Requirements

Required Qualification

Applicants should possess:

• Bachelor’s Degree in:
  • Business Administration
  • Customer Service Management
  • Human Resources
  • Communications
  • Operations Management
  • Related Fields

Preferred Additional Training

Certifications in the following areas may be advantageous:

• Customer Experience Management
• Call Centre Operations
• Leadership Development
• Employee Coaching
• Training Facilitation
• Quality Assurance Management

Experience Requirements

Required Experience

Candidates must have:

• Minimum 5 years of experience in:
  • Customer Service
  • Call Centre Operations
  • Customer Support Management

Leadership Experience

• At least 3 years of leadership or coaching experience
• Experience supervising or training large teams

Preferred Candidate Background

Strong understanding of:

• Customer service processes
• Quality assurance systems
• Training development
• Team leadership
• Performance management
• Customer satisfaction improvement

Language Requirements

Applicants must demonstrate:

• Fluency in French (Written & Spoken)
• Fluency in English (Written & Spoken)

Additional Requirement

• Work authorization in Senegal is mandatory

Salary & Benefits

Salary

• Competitive Salary Package
• Salary dependent on qualifications and experience

Potential Employee Benefits

Selected candidates may receive:

• Career advancement opportunities
• Leadership development
• FinTech industry exposure
• Training and coaching experience
• International work environment
• Employee learning opportunities
• Fast-growing company culture

Required Skills & Competencies

Technical Skills

• Customer service operations management
• Quality assurance and monitoring
• Training program delivery
• Knowledge management systems
• Reporting and analytics
• Zoom and Google Meet scheduling
• Customer satisfaction analysis

Leadership Skills

• Team coaching and mentoring
• Staff performance management
• Conflict resolution
• Cross-functional collaboration
• Employee development

Soft Skills

• Strong interpersonal communication
• Diplomacy and teamwork
• Attention to detail
• Ability to prioritize tasks
• High level of accountability
• Adaptability and resilience
• Strong coordination abilities

Work Flexibility

• Must be available daily, including weekends

Training & Career Development

Selected professionals may gain:

• Leadership and coaching development
• Customer experience strategy exposure
• Quality assurance specialization
• Team management expertise
• Training facilitation experience
• FinTech operational leadership skills

This role can lead to future opportunities such as:

• Customer Experience Manager
• Contact Centre Operations Manager
• Quality Assurance Manager
• Learning & Development Manager
• Customer Support Director
• Regional Customer Service Lead

Why Apply for This Job?

This opportunity is ideal for professionals seeking:

• Customer service jobs in Senegal
• Training manager jobs
• Call centre leadership careers
• Quality assurance roles
• Customer support management jobs
• FinTech customer operations careers
• Employee coaching jobs
• Customer experience management opportunities
• Leadership jobs in Dakar
• Operations training careers

If you are passionate about customer experience, employee development, service quality, and team leadership, this role at Wave offers an exciting opportunity to shape customer support excellence within one of Africa’s fastest-growing FinTech companies.