Support Quality & Training Officer

Description You will develop customer support training materials including presentations, manuals, and instructional videos. You will monitor, evaluate, and score inbound calls against quality standards, prepare procedures and policies, and ensure representatives follow operating procedures. You will schedule and deliver trainings, provide on-the-job coaching, measure training effectiveness, track performance using a quality monitoring system, and give regular verbal and written feedback to improve individual and team performance. Requirements Fluency in French Intermediate-level English Bachelor's degree in any discipline At least 1 year of experience as a Customer Support Representative 3 years of experience as a Quality & Training Officer Proficiency with Excel Proficiency with Office Suite Proficiency with Periscope Proficiency with Front Strong knowledge of customer service processes Strong abilities to monitor and conduct training Work authorization in Côte d'Ivoire Responsibilities Develop customer support training materials Monitor evaluate and score inbound calls Prepare procedures and policies Ensure support representatives adhere to quality standards and SOPs Schedule and conduct training sessions Train experienced employees on updated procedures Observe operations and identify areas for improvement Liaise with team leaders to conduct on-the-job coaching Measure effectiveness of training sessions and report progress Compile and track performance using a quality monitoring system 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 Office space