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 in line with Wave’s standards and regulatory requirements, driving continuous improvement across training, branding, and compliance.

Key responsibilities

• Coordinate and lead the Agent Quality unit to implement strategy and meet objectives.
• Plan, execute, and monitor monthly projects that improve processes and tools for agent operations.
• Oversee policy reviews, process documentation, and knowledge‑transfer sessions across affiliate countries.
• Design and run mystery‑shopping programmes, managing a team of mystery shoppers and coaching them for optimal performance.
• Identify and track non‑compliant agent behaviours, propose corrective actions, and develop control procedures.
• Support the Head of Operations in risk identification and mitigation for the network and customers.

Required profile

• Proven experience in quality management, compliance or operations within a fast‑growing environment.
• Strong analytical mindset with the ability to translate user problems into process improvements.
• Excellent leadership and coaching skills to develop high‑performing teams.
• Ability to work cross‑functionally with agent management, compliance, and product teams.

Required skills

• Experience designing and executing mystery‑shopping programmes.
• Knowledge of policy review, documentation, and knowledge‑transfer processes.
• Strong project‑management capabilities.

What we offer

• Opportunity to shape the quality framework of a continent‑changing fintech.
• Collaborative, mission‑driven environment with rapid growth.
• Competitive compensation and benefits package.