Agent Quality Manager

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

• Location: You'll work from our office in Cote d’Ivoire and may travel to field locations.
• Work authorization in Côte d’Ivoire is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Bachelor’s degree or above in IT, business administration, finance, criminology or other relevant disciplines.
• 3+ years of experience in operations.
• Experience in managing, coaching, and mentoring a high-performing team.
• Strong proficiency in data analysis and the capability to interpret complex datasets to identify trends, draw actionable insights, and support data-driven decision-making.
• Fluency in English and French.
• Willingness to travel up to 20% of the time to different regions within Cote d’Ivoire.

You might be a good fit if you

• Have strong analytical skills and can assess complex data sets, identify patterns, and draw insightful conclusions.
• Are adept at proposing practical, effective solutions to mitigate identified risks and address emerging risk issues.
• Have a strong track record of collaborating and partnering with cross-functional teams.
• Are excellent at process documentation and effective at knowledge transfer.
• Think about culture and process from the users' perspective.
• Are an adaptable and creative thinker who is willing to iterate and fail quickly.
• Can communicate effectively and often, both in writing and in person, to the point of over-communication.
• Exhibit meticulous attention to detail in all analyses and processes, ensuring accuracy and thoroughness.
• Think from first principles (basic theoretical form) about how things should work.
• Have led a team whose role was to ensure the operational and quality conformity of a network.