Senior Training & QA Specialist
✨ AI Summary
Mama Money is a dynamic fintech company dedicated to enhancing the financial well-being of migrants and underserved communities throughout Africa and beyond. Established in 2015 as a cross-border payment service, we have expanded into a comprehensive financial platform offering various services. Our headquarters is situated in picturesque Cape Town, employing a diverse team of 150 individuals from 19 different countries. Our mission prioritizes people over profit, focusing on delivering fair financial solutions.
Role Overview:
The Senior Training & QA Specialist will be instrumental in ensuring that our Customer Support and Field Sales teams are well-equipped with current product knowledge and tools, fostering a superior customer experience and operational effectiveness. This position oversees the complete training lifecycle, including onboarding, continuous education, knowledge management, certification, and change management.
Main Responsibilities:
- Develop and enhance training programs for onboarding and ongoing support.
- Create and manage learning materials, ensuring comprehensive product knowledge.
- Provide training on essential soft skills and coach agents through challenging scenarios.
- Facilitate cross-selling strategies and collaborate with various departments to enhance training effectiveness.
- Manage knowledge bases and lead training for new products and process updates.
- Analyze performance data to identify gaps and implement improvement interventions.
- Support agents in performance improvement plans through targeted coaching.
Success Metrics:
Achieve reduced training times, improved QA scores, and increased customer satisfaction.
