Agent Quality Manager

About the role

Wave is building a cashless Africa and needs a dedicated professional to lead its Agent Quality team. As the Agent Quality Manager you will ensure that the agent network operates at the highest standards of compliance, efficiency and customer experience.

Key responsibilities

• Coordinate and lead the unit to implement strategy and achieve objectives in agent quality management.
• Plan and execute monthly projects to improve processes and tools within the agent operations team.
• Oversee policy reviews, process documentation and knowledge‑transfer sessions across affiliate countries.
• Design and pilot special programs or projects that enhance agent performance.
• Track agent quality through coordinated mystery‑shopping activities.
• Manage, mentor and coach a team of mystery shoppers to deliver accurate insights.
• Identify and mitigate misuse of allocated funds by agents and propose corrective actions.
• Develop formal control procedures to maintain network quality.
• Prioritize and solve the biggest operational problems affecting performance.
• Support the Head of Operations in risk identification and mitigation for the network and customers.

Required profile

• Proven experience leading teams in quality, compliance or operations environments.
• Strong analytical mindset with the ability to design and implement effective processes.
• Excellent problem‑solving skills and capacity to work cross‑functionally.
• Experience in financial services or fintech ecosystems is a plus.
• Ability to mentor, coach and develop high‑performing staff.

Required skills

What we offer

• Opportunity to shape a fast‑growing fintech’s agent network across multiple African markets.
• Collaborative, mission‑driven environment focused on financial inclusion.
• Competitive compensation package.