Mama Money - Senior Training & QA Specialist (CPT)
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Requirements
• 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. • 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.
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.
Benefits
• At Mama Money, we’re not just a company—we’re 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. • We’re all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first, we’re here to make things easier, faster, and better for you. • We believe in giving it a go—and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mold. We take bold steps, experiment with fresh ideas, and never stop learning. • At Mama Money, we own it—and 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. • Here’s 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, you’re joining a community. We’re a passionate, down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously, but we don’t forget to have fun while we do it. So, if you’re ready to make a real difference, take on exciting challenges, and grow in a place where you’re valued and supported, then Mama Money is the place for you. Let’s make an impact—together. • 1. Making it easier for our customers • 2. Give it a go • 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.
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