Quality & Training Specialist.

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey!

The Quality and Training Specialist position will work closely with Quality Assurance data and leaders to identify opportunities for improvement, develop training materials, track employee productivity and assist with Quality Assurance audits as requested. The position will serve as a mentor to new hires and will have a special focus on new hire success and support.

Main Responsibilities:

• Facilitate training to existing employees as needed or requested.
• Submit monthly training schedule to leaders.
• Work closely other training coordinators to help maintain a consistent and professional trainee program.
• Monitor the quality and quantity of training offered.
• Maintain training attendance records.
• Prepare documentation, tip sheets and change training materials.
• Evaluate and measures the effectiveness of training.
• Provide performance feedback to participants and management.
• Monitor and evaluate the use of applications; collects user feedback and recommends enhancements or modifications to applications.
• Assist with certification testing, documentation and continuing education requirements.
• Assist in software decisions, processes, implementations, testing and maintenance.
• Carry out a trend analysis of the customer issues with an overview of advising Cusomer Service Manager & Managing Director on what needs to be improved on.
• Submit weekly and monthly issues report. Liaise with different department and section heads to ensure customer concerns are addressed fully and in line with the Cusomer Service Processes and Policies.