💼 About This Role

You'll manage a team of 15+ Support Quality Training Officers, focusing on customer service processes. Your goal is to ensure all customer contacts align with our values and deliver the best customer experience. You'll lead training initiatives and develop analytical reports linking quality with satisfaction.

🎯 What You'll Do

• Manage and update knowledge management systems
• Document and provide guidance on processes and standards
• Create and deliver training materials
• Develop analytical reports linking quality with customer satisfaction
• Lead, support, and develop Quality Training Officers

📋 Requirements

• Fluency in French and English
• Bachelor's degree
• 5 years of experience in customer service or call centre operations
• 3 years in a leadership coaching position

✨ Nice to Have

• Significant experience training large teams
• Ability to schedule training via Zoom or Google Meet

🎁 Benefits & Perks

• 🏥 Health insurance for you and dependents
• 👶 Parental leave: 26 weeks for mothers, 4 weeks for fathers
• 🏋️ Gym membership subsidy
• 📱 Airtime reimbursement
• 🍽️ Free food and beautiful office space

📨 Hiring Process

Fill out the form below, upload a resume in English and a cover letter describing your interest in Wave and the role.