We are seeking a Quality Analyst to join our team at M-KOPA, where excellence and teamwork are as vital as technical skill. This role is ideal for individuals who are dedicated to maintaining the highest standards of customer service and enjoy working closely with others to achieve this goal.

What’s exciting about this role?

Are you passionate about ensuring top-notch customer service? As a Quality Analyst, you will play a crucial role in monitoring and enhancing the quality of customer interactions in our call center. This position is perfect for those who thrive on providing real-time feedback, developing quality processes, and ensuring compliance with our internal standards.

In this position, you will:

• Support the development and implementation of Tele sales quality processes, procedures, and standards to enhance the overall M-KOPA customer experience.
• Listen to Telesales Representatives and client calls, providing real-time feedback to improve performance and recognize top performers.
• Collaborate in designing call monitoring formats and quality standards to ensure consistent service quality.
• Identify knowledge gaps and use data trends to recommend targeted training to the leadership team.
• Utilize a quality monitoring data management system to compile, track, and prepare performance reports and reviews at both team and individual levels.
• Champion adherence to M-KOPA call center policies, processes, and regulations, driving improvements to elevate the customer experience.
• Document call behavior and offer actionable feedback to Telesales Representatives and the Call Center Leadership team.

Expertise

To excel in this role, you should have:

• A Bachelor’s degree in any field.
• At least 2 years of experience as a Quality Analyst in a call center environment.
• A background in auditing Telesales teams is advantageous.
• Strong leadership and interpersonal skills.
• Competence in performance management, coaching, and mentoring.
• Excellent decision-making and problem-solving abilities.
• A proven track record of good performance.
• The ability to work under pressure and meet deadlines.

What’s in it for you?

• Competitive compensation package
• Performance bonus
• Annual leave
• Learning & development support

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.