Agent Quality Manager

Our mission We're making Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash. We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast. Our goal is to make Africa the first cashless continent and that's where you come in...How you'll help us achieve it Our Agent Quality team plays a pivotal role in shaping and maintaining a compliant and efficient agent network. Collaborating closely with our agent management and compliance teams, we develop robust internal policies, procedures, and practices to ensure agent compliance. Our goal is to ensure that every aspect of our agent network — from training initiatives to branding strategies — adheres seamlessly to both Wave’s standards and regulatory requirements. By joining our team, you'll have the opportunity to drive impactful change, ensuring that our network operates at the highest standards of quality and compliance in the industry. In this role you’ll; Coordinate and lead the unit team to implement the strategy and achieve the planned objectives in agent quality management. Identify, plan, and coordinate monthly projects to improve processes and tools within the agent ops team. Coordinate policy reviews and process documentation, including key learnings, and help with knowledge transfer sessions with other affiliate country operations. Assist with ideas, special programs, project designs, and pilot implementations as may be determined by the business related to your unit. Help track agent quality through well-coordinated mystery shopping with your team. Manage a team of high-performing Mystery Shoppers, mentoring and coaching them to perform to the best of their ability.  Devise ways to unearth and track tricks and ways by which agents do not utilize Wave’s allocated funds for the intended purpose, and suggest improvements. Develop and formalize control procedures to ensure the quality of agents across the network. Work from first principles to understand the user's biggest problems, then figure out how processes and tools should work to solve them. Prioritize the biggest problems blocking the unit's performance and impact. Support the Head of Operations in identifying and mitigating risks across the network and for our customers. Key details L...