Customer Care Quality Analyst

About the role

M-KOPA, a fintech serving asset financing, smartphones, solar energy and e-motorbikes in Africa, is hiring a Customer Care Quality Analyst to join its Customer Care team, based in-country across its markets. As the company grows from 7 million to 10 million customers, the role turns quality evaluation into coaching design, training priorities, operational decisions and process improvements, working across operations, training and BPO partnerships.

Key responsibilities

• Evaluate customer interactions across voice and digital channels, including calls, transcripts, emails and chats
• Conduct calibration sessions that align standards across a growing, multi-partner environment
• Identify training gaps before they become performance trends
• Support the certification of new hires, acting as the final quality checkpoint before an agent serves a real customer
• Produce quality reports that tell a story and flag compliance risks before they escalate
• Work closely with Training, Operations and BPO teams to turn evaluation findings into actions

Required profile

• Demonstrable experience in a customer care or customer service environment
• Proven exposure to quality assurance, performance coaching or monitoring
• Strong analytical ability and the communication skills to turn data into conversations that change behaviour
• High attention to detail and the ability to influence without authority

What we offer

• Diverse development programmes, coaching partnerships and on-the-job training
• Family-friendly policies and a focus on employee well-being
• Flexibility