About Turaco
It is urgent to find a way to insure those who are not currently insured. Turaco’s mission is to relieve people from the fear of financial shocks. Our vision is to insure a billion people, effectively doubling the global number of insured individuals.Turaco is a rapidly growing financial services start-up in Africa, introducing a new model for health and risk financing targeted at emerging customers. We provide subscription-based insurance for the mass market, bundled with everyday transactions that people are already engaging in.
We collaborate with business partners to deliver affordable insurance products that truly enhance people’s lives. At Turaco, we prioritise simplicity, communication, and transparency while striving to transform how insurance operates. We are in the claims paying business. Turaco values diversity and inclusion in the workplace. We’re building a team where our differences enhance and strengthen us. We strictly prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.Since launching in February 2019, Turaco has attracted a cumulative total of 3 million end users.
We are experiencing rapid growth and are looking for team members who can evolve alongside us. To learn more, visit www.turaco.insure.
About the role
Turaco is seeking a proficient Training & Quality Coordinator to join our Customer Operations Department. This role is responsible for improving customer engagement quality through auditing, coaching, and training Customer Operations Associates.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer interactions (calls, WhatsApp messages, surveys, etc.) to assess associates’ performance and adherence to quality standards.
- Identify learning needs based on QA evaluations and take ownership of designing, developing, and delivering targeted training content to address performance gaps and enhance service quality.
- Lead onboarding and training for new associates, ensuring a deep understanding of systems, products, customer experience standards, and quality expectations.
- Collaborate with other departments and divisions at Turaco to gather information that can be transformed into training content for the customer operations team. For example, working with the technology team to understand new system features and conducting training on these features.
- Provide actionable recommendations for process improvements based on customer feedback, audit findings, and associates' performance trends.
- Facilitate regular calibration sessions and cross-functional meetings to align on quality standards, enhance associates' performance, and reinforce practical learning through consistent feedback.
Key Qualifications
- Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual.
- 2–4 years of experience in Quality Assurance, Training, or a similar role within a contact center, customer service department, or BPO.
- Proven experience in developing and delivering training programs and evaluating customer interaction channels.
- Familiarity with customer experience metrics (NPS, CES, CSAT) and quality evaluation frameworks.
- Strong analytical and attention to detail to assess quality and identify performance gaps.
- Excellent people and coaching skills for delivering feedback and facilitating training.
- Ability to design, implement, and evaluate training modules tailored to individual and team development needs.
- Strong interpersonal and collaboration skills to work effectively with team leads, managers, and other stakeholders.
- Proactive and self-driven with a continuous improvement mindset.
Our Company Culture
At Turaco, our values shape our culture. They are: 1) Pushing boundaries, 2) Working with excellence, and 3) Profound respect for the individual. If you resonate with these values, we invite you to join us!
Total Compensation & Benefits
Turaco provides a competitive salary that matches your experience. Additionally, we offer a range of benefits, including stock options and healthcare, all within a supportive company culture where you can thrive and build strong relationships.
