Support Quality & Training Lead – Dakar, Senegal

Job Overview

Wave is hiring a Support Quality & Training Lead to join its growing team in Dakar, Senegal. This exciting full-time job opportunity in Senegal is ideal for experienced professionals passionate about customer support, quality assurance, staff training, team leadership, and operational excellence.

The successful candidate will lead support quality initiatives, improve training frameworks, monitor performance standards, and work closely with cross-functional teams to enhance customer experience and operational efficiency. Candidates with strong analytical thinking, communication abilities, and leadership experience in support environments are encouraged to apply.

Professionals searching for jobs in Dakar, customer support jobs, quality assurance jobs in Senegal, training lead vacancies, operations management careers, and leadership jobs in Africa may find this role highly suitable.

For more employment opportunities and career updates in the region, job seekers can explore training jobs in Senegal for current openings and hiring trends.

Position Details

Job Title: Support Quality & Training Lead
Company: Wave
Job Location: Dakar
Job Type: Full-Time
Industry: Customer Support / Financial Services / Operations
Employment Category: Professional / Mid-Senior Level

Key Job Description (JD)

The Support Quality & Training Lead will oversee quality management systems and training programs designed to improve support performance across teams. The role requires strong leadership capabilities and the ability to create measurable improvements in customer service delivery.

Core Responsibilities

• Lead support quality and training activities across operational teams.
• Design and implement training programs for support staff and new employees.
• Develop quality assurance processes to improve customer support standards.
• Collaborate with cross-functional departments to align training with business objectives.
• Monitor team performance metrics and identify opportunities for improvement.
• Conduct coaching sessions and feedback reviews to enhance productivity.
• Support operational efficiency through reporting, performance tracking, and process optimization.
• Maintain documentation related to quality standards, learning materials, and compliance procedures.

Candidates interested in support management jobs, team leader positions, quality control careers, and training specialist opportunities are encouraged to apply.

Education Requirements

Applicants should possess:

• A Bachelor’s degree or equivalent qualification in Business Administration, Human Resources, Communications, Customer Service, Management, Education, or a related discipline.
• Additional certifications in training development, quality management, coaching, or customer experience may be advantageous.

Experience Requirements

To qualify for this role, candidates should have:

• 5+ years of relevant professional experience in support operations, training, customer service, quality assurance, or team leadership.
• Experience managing training sessions and evaluating service quality standards.
• Proven ability to work in fast-paced operational environments.
• Strong stakeholder management and communication skills.

Job seekers looking for experienced professional jobs in Senegal, leadership vacancies in Dakar, and operations training careers may find this opportunity attractive.

Required Skills and Competencies

The ideal candidate should demonstrate:

• Excellent analytical and communication skills
• Strong leadership and mentoring abilities
• Experience in quality assurance frameworks
• Knowledge of customer service best practices
• Performance monitoring and reporting expertise
• Problem-solving and decision-making capabilities
• Cross-functional collaboration experience
• Time management and organizational skills

You can also explore broader African job vacancies and professional career opportunities at training jobs in Uganda for regional employment updates.

Salary and Benefits

Salary: Competitive salary package (not officially disclosed by the employer). Compensation is expected to align with experience, qualifications, and organizational policies.

Potential benefits may include:

• Professional training and career development opportunities
• Leadership growth programs
• Exposure to international operational standards
• Health and employee support benefits (subject to company policy)
• Performance-based incentives where applicable

Training and Career Growth

This role offers opportunities for continuous learning and leadership development. Employees may receive on-the-job training, coaching exposure, quality management experience, and advanced operational leadership development.

Candidates aiming for long-term careers in customer experience management, support operations leadership, quality improvement, and corporate training can benefit significantly from this position.

For additional international and regional job opportunities, career seekers may browse training jobs in Gambia to stay informed about new openings across Africa.

How to Apply

Interested applicants should prepare an updated CV/resume, educational certificates, and any relevant professional credentials before applying through the employer’s official recruitment process.

This is an excellent opportunity for professionals seeking full-time jobs in Senegal, customer service leadership roles, quality assurance careers, corporate training jobs, and high-growth career opportunities in Dakar.