Coordinator: M-pesa training and testing Full-Time
Provide total testing coverage and M-pesa training to Customer care, retail and Business customers (C2B, B2C and aggregator Head Office).
Key accountabilities and decision ownership:
Ensure that all Customer Service, retail and Business (C2B, B2C and aggregators HO) staff are trained on M-Pesa products and service to an appropriate level;
Daily execute and log the tests, evaluate the results and document problems found;
Evaluate effectiveness of training and modify materials as appropriate;
Explore efficiently the different training models (In-class; e-learning and on-job);
Engage with Call Centre retail and business customers to identify training needs;
Key performance indicators:
100% delivery of training needs to Customer Care agents; Retail assistants and Business Customers;
50% of the total training hours, to be filled by e-learning sessions;
30% in class;
20% On-Job;
100% Daily tests of all M-Pesa products.
Core competencies, knowledge and experience:
Strong interpersonal skills;
Effective communication skills;
Planning and organization skill;
Conflict management skills.
Must have technical/ professional qualifications:
A degree in Education, Business Management or relevant area;
Strong Customer Service background (at least 3 years);
Bi-lingual communication, written and spoken (Portuguese and English);
Knowledge of M-pesa products and services Scheduling and training design.