Senior Training & QA Specialist (CPT)
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Who we are:
Mama Money is a growth-stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances at a socially fair price to those who need it most.
Our culture is built around the well-being of our team membersand making a difference in our communities. Just be lekker! personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly without pedantic policies.
Weve been around since 2015 and have earned a few accolades along the way made some new friendsand expanded our reach. Weve had some great times and some tough times but we continue to focus on helping people and making things easier for our customers.
The Training & QA Specialist will ensure Customer Support and Field Sales teams are consistently well-trained confident and equipped with up-to-date product knowledge processes and tools - enabling high-quality customer experience operational efficiency and fast safe product rollouts across Mama Money. This role owns the end-to-end training lifecycle: onboarding continuous upskilling knowledge management certification and change enablement.
Key Responsibilities:
- Training & Enablement: Design deliver and continuously improve onboarding and ongoing training for Customer Support and Field Sales.
- Create and maintain learning content (SOPs playbooks decks videos assessments certifications) and ensure strong product knowledge across all Mama Money offerings.
- Soft Skills & Coaching: Deliver training on communication empathy problem-solving conflict management and professionalism.
- Coach agents on difficult conversations escalations and brand-aligned service using QA insights call reviews and real scenarios.
- Cross-Selling & Commercial Enablement: Enable agents to identify customer needs and recommend relevant products.
- Partner with Product Marketing and Operations to drive adoption and revenue and optimize training using conversion and quality metrics.
- Knowledge & Change Management: Own knowledge bases SOPs and FAQs to ensure accuracy usability and consistency.
- Lead training for new products features and process changes translating updates into clear agent guidance and tracking adoption.
- Quality & Continuous Improvement: Analyse QA data tickets escalations and feedback to identify gaps and design targeted interventions that improve compliance efficiency and customer experience.
- Performance Support & Stakeholder Collaboration: Support agents on PIPs through targeted coaching and retraining ensuring fair evidence-based recovery.
- Partner cross-functionally with Product Operations QA Marketing and Sales to ensure consistent execution and enablement.
Success Metrics:
- Reduced time to productivity improved QA scores lower repeat contacts and escalations.
- Increased knowledge base usage and deflection on-time product launch readiness.
- Increase higher customer satisfaction and quality sentimentImproved cross-sell effectiveness and successful performance recovery for agents on PIPs.
Why Mama
At Mama Money were not just a companywere a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat and they inspire every step we take.
Were all about making it easy. No red tape no hassle. Just simple seamless experiences that put people first were here to make things easier faster and better for you.
We believe in giving it a goand then giving it another go if we have to! Were a team of doers dreamers and innovators who arent afraid to break the mold. We take bold steps experiment with fresh ideas and never stop learning.
At Mama Money we own itand we mean it. We take responsibility for our actions our results and how we show up every day. No passing the buck here. We approach every challenge with grit passion and determination.
Heres the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world doing the right thing no matter what.
When you join Mama Money youre joining a community. Were a passionate down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously but we dont forget to have fun while we do it. So if youre ready to make a real difference take on exciting challenges and grow in a place where youre valued and supported then Mama Money is the place for you. Lets make an impacttogether.
Mamas values:
1. Making it easier for our customers
2. Give it a go
3. Just own it
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Senior IC
Key Skills
- Invoicing
- Information Technology Sales
- IT Support
- Audio Visual
- Database Administration
About Company
Enjoy safe, fast and reliable international money transfers from South Africa with Mama Money. Download our free app and send money online in minutes.
