Support Quality & Training Officer
About the Role
You will develop customer support training materials (presentations, manuals, videos), monitor and score inbound calls, and prepare procedures and policies for sales techniques and support representatives. You will schedule and deliver training, train experienced staff on updated procedures, observe daily operations to identify improvements, liaise with team leaders to provide on-the-job coaching, measure training effectiveness, compile performance data, and give verbal and written feedback to support representatives.
Requirements
- Fluency in French Bambara and intermediate-level English
- Bachelor's degree in any discipline
- At least 1 year of experience as a Customer Support Representative
- 2 years of experience as a Quality & Training Officer
- Proficiency with Excel Office Suite Periscope and Front
- Strong knowledge of customer service processes
- Strong abilities to monitor and conduct training
- Work authorization in Mali required
Responsibilities
- Develop customer support training materials
- Monitor evaluate and score inbound calls against quality standards
- Prepare procedures and policies for sales techniques and support representatives
- Ensure support representatives adhere to quality standards and standard operating procedures
- Schedule and conduct training sessions for new and existing employees
- Train experienced employees on new or updated support procedures
- Observe daily support operations and identify areas for improvement
- Liaise with team leaders and managers to provide on-the-job coaching
- Measure training effectiveness and prepare individual and team progress reports
- Ensure employee productivity and high customer satisfaction
- Use quality monitoring data systems to compile and track team and individual performance
- Provide verbal and written feedback to support representatives
Benefits
- Health insurance for employee and dependents
- Parental leave (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food