Customer Care Quality Analyst

About the role

M‑KOPA is seeking a Quality Analyst to join its Customer Care team across markets. The role ensures high‑quality customer experiences by evaluating interactions, spotting patterns and driving coaching and process improvements.

Key responsibilities

• Score and evaluate voice, chat and email interactions to identify quality gaps.
• Conduct calibration sessions to align standards across multiple BPO partners.
• Identify training gaps before they become performance trends and translate findings into actionable coaching.
• Support certification of new hires, acting as the final quality checkpoint before agents engage customers.
• Produce quality reports that tell a story, flag compliance risks and inform operational decisions.
• Partner with Training, Operations and BPO teams to influence improvements without formal authority.

Required profile

• Demonstrable experience in a customer care or service environment.
• Proven exposure to quality assurance, performance coaching or monitoring.
• Strong analytical capability combined with communication skills to turn data into actionable conversations.
• High attention to detail and ability to work collaboratively across functions.
• Ability to influence without authority and drive change across operations, training and partner teams.