We are looking for a Customer Care Quality Analyst to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.
As a Customer Care Quality Analyst, you will evaluate customer interactions across various channels to ensure they meet our quality standards and enhance customer satisfaction. Your role involves providing feedback, identifying areas for improvement, suggesting process enhancements, and contributing to the operational effectiveness of our contact center.
In your role, you will be responsible for Quality Monitoring and Evaluation by listening to calls, reviewing chat interactions, and observing email communications. This ensures our agents follow company protocols, adhere to scripts, and meet legal/regulatory requirements while delivering high-quality service.
You will also handle Performance Evaluation, assessing individual agent performance against predefined quality metrics and providing constructive feedback to agents (in-house and BPO) to help improve their performance.
Identifying Training Needs is another crucial aspect. By analyzing trends and patterns in customer interactions, you will pinpoint where agents need additional training or support. Collaborating with training teams, you will help develop and implement targeted training programs to address specific skill gaps.
On the Process Improvement front, you will identify inefficiencies or gaps in our call center's processes and procedures. Through deep dive analysis, you will suggest improvements to enhance operational efficiency, streamline workflows, and boost the overall customer experience.
You will lead Calibrations to ensure consistency and accuracy in evaluating agent performance and understanding company products, systems, and processes across various stakeholders, including BPO, Quality Analysts, Operations, and Training.
You will also be involved in New Hire Certification, ensuring that new hires are well-suited for their roles without compromising the customer experience during their on-the-job training.
You are also expected to regularly conduct thorough analyses to identify root causes and address negative trends, while providing actionable insights for improvement.
Additionally, you will participate in ad-hoc activities like mystery shopping, and time and motion analysis, and any other activity to refine our operations further.
If you have a Diploma/degree in a related field and a minimum of 2 years' experience in a customer service role, you might be a good fit. Additionally, strong attention to detail, analytical skills, and knowledge of quality assurance best practices are essential. Previous experience as a Call Center Quality Analyst would be an added advantage.
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 four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) 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.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.