Customer Service Quality Assurance & Trainer - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you will be doing:

• Develop and implement training programs and materials for new hire onboarding, ongoing skills development, and product knowledge enhancement.
• Conduct training sessions, workshops, and presentations for customer service team members, both in-person and virtually, to ensure consistent understanding and application of customer service policies, procedures, and best practices.
• Create engaging and interactive training content, including presentations, manuals, videos, and simulations, to facilitate learning and retention.
• Evaluate training effectiveness through assessments, quizzes, and performance metrics, and provide feedback and coaching to trainees to support their learning and development.
• Partner with subject matter experts and cross-functional teams to ensure training content is accurate, up-to-date, and aligned with business goals and objectives.
• Identify training needs and opportunities for improvement based on feedback from team members, customer interactions, and performance metrics, and make recommendations for curriculum enhancements and adjustments.
• Stay informed about industry trends, emerging technologies, and best practices in customer service training and adult learning principles, and incorporate relevant concepts and methodologies into training programs.
• Collaborate with the Customer Service Manager and other stakeholders to support ongoing coaching, mentoring, and performance management initiatives to drive continuous improvement and excellence in customer service.

What we are looking for:

• Bachelor's degree in education, instructional design, business, or related field;  or relevant certifications (e.g., CPLP, CPTM) preferred.
• Years of experience in training and development, preferably in a customer service or contact center environment.
• Strong facilitation and presentation skills, with the ability to engage and inspire learners in both in-person and virtual settings.
• Proficiency in instructional design principles, adult learning theories, and training delivery methods, including e-learning platforms and virtual training tools.
• Excellent communication and interpersonal skills, with the ability to build relationships, collaborate with cross-functional teams, and influence stakeholders at all levels of the organization.
• Detail-oriented with strong organizational and project management skills, able to manage multiple priorities and deadlines effectively.
• Flexibility to adapt to changing business needs and priorities and willingness to work non-traditional hours as needed to accommodate training schedules.
• Experience with customer service technologies, such as CRM systems, contact center solutions, and learning management systems (LMS), is a plus.

Kindly make your application by 11th October 2025

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager