Telesales Quality Assurance & Training Analyst

We are looking for a Telesales Quality Assurance & Training Analyst to join our Retention Team; as we scale up and drive digital and financial inclusion across our markets.

Role Overview

As Telesales QA & Training Analyst, you'll sit at the point where sales performance meets customer protection, listening to real conversations, spotting where agents need support, and helping build the training that closes those gaps.

About M-KOPA

M-KOPA has grown to 10 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa, extending over $2 billion in credit to people building better lives one asset at a time. 86% of our customers report improved satisfaction, and 55% are accessing formal financial services for the first time through us. Behind that scale sits a network of over 35,000 field agents and 2,300+ employees, all working toward one goal: helping Every Day Earners own more, faster.

This is an hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.

What makes this different

This isn't a quality-checklist job. Every evaluation you run and every coaching session you support feeds directly into whether an agent explains a payment plan correctly, whether a customer understands what they're signing up for, and whether M-KOPA keeps the trust that got us to 10 million customers. Your findings shape real training content, not just a compliance report nobody reads.

What You'll Do

• Conduct quality evaluations of Telesales inbound, outbound, and non-voice interactions, assessing adherence to sales processes, compliance requirements, and customer communication standards.

• Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps, and prepare quality and training reports for the QA & Training Lead.

• Support the design and delivery of onboarding and refresher training, developing call guides and learning materials to close identified skill gaps.

• Deliver structured coaching and feedback to agents based on QA findings, and support the QA & Training Lead in monitoring resulting action plans.

• Any other tasks as assigned by the hiring manager.

What You'll Need

• A Bachelor's degree in business administration, marketing, communications, or a related field.

• Demonstrated 2 years of experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations.

• Proven experience in call quality monitoring and performance analysis, with proficiency in CRM systems and data-informed decision-making.

The honest part

This role means spending real time in the detail: listening back through calls, spotting patterns others miss, and having direct, sometimes difficult feedback conversations with agents. If you'd rather sit above the data than in it, this isn't the seat for you.

Ready to help us get the small moments right, at scale? Let's talk.

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, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

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.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.