Who we are:
Mama Money is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform. We give people the tools to send, save, and manage money — on their own terms, at a socially fair price.
Mama HQ is in beautiful Cape Town, South Africa. We're 150 people strong (and counting), representing 19 countries across Africa, Asia, the UK, and Europe. From remittances to a growing range of financial products, everything we build is in service of people who deserve better. Our culture reflects that same commitment. We look after our team the way we want them to look after our customers. "Just be lekker!" means we trust our talented, diverse people to do what's right and make it happen — simply and with heart.
We've earned a few accolades, built lasting partnerships, and grown our reach in ways we're proud of. We've had good times and tough times, but our focus has never shifted. People over profit, always.
The Training & QA Specialist will ensure Customer Support and Field Sales teams are consistently well-trained, confident, and equipped with up-to-date product knowledge, processes, and tools - enabling high-quality customer experience, operational efficiency, and fast, safe product rollouts across Mama Money. This role owns the end-to-end training lifecycle: onboarding, continuous upskilling, knowledge management, certification, and change enablement.
Key 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.
Why Mama?
At Mama Money, we build products that help people do more with their money, from sending money home, to saving, to accessing money in ways that feel safe & simple. The work we do matters because it helps real people in real ways every day.
We care about making life easier for our customers. We’re not afraid to give things a go, and we take ownership of what we do. We keep learning, support each other, and stay focused on what matters most.
If you’re looking for meaningful work and a team that cares about what they’re building, Mama Money could be the right place for you.
Mama’s values:
- Making it easier for customers
- Give it a go
- Just own it
What We Do
Mama Money is a rapidly growing, innovative, tech company and the world’s first Social Business Money Transfer Operator. Mama provides an easy, safe and low-cost way for foreign nationals to send money home to support their families. Our mobile application is easy-to-use and allows our customers to send money to their loved ones through a vast payout network that's continuously expanding. Rather than looking at profit-maximisation, Mama aims to directly assist people who don’t earn a lot by lowering the cost of cross-border payments. Mama Money was built to help African and Asian expats who left their homes and communities in search of better opportunities. Social upliftment through financial inclusion is the core belief of Mama Money and this drives us to keep growing and innovating. We have plenty of new job vacancies available so be sure to follow our page for regular updates. Mama is always on the lookout for individuals who want to make a positive impact on this world through meaningful work. Come and join the family
