M-KOPA is a financial technology company built to serve people most banks ignore. They have extended over $2 billion in credit to customers across Africa, reaching 7 million people—55% of whom are accessing financial services for the very first time. They maintain an 86% customer satisfaction rate. Recognized four times by the Financial Times as one of Africa's fastest-growing companies (2022-2025) and by TIME100 as one of the Most Influential Companies (2023, 2024).

M-KOPA is seeking a Customer Care Quality Analyst to join their Customer Care group as they scale from 7 million customers toward 10 million. This role is central to protecting the customer experience across agents, channels, and BPO partners. The Quality Analyst acts as the standard-bearer for what it actually feels like to be an M-KOPA customer, working directly with Operations, Training, and BPO partners to turn findings into real capability improvements. 

• Location: Lagos
• Employment Type: Full time
• Department: Smartphones / Customer Care

With 70% of customers using M-KOPA products to generate income, a poor customer experience isn't just a bad NPS score—it's a genuine setback to someone's livelihood. Evaluations don't sit in a spreadsheet; they shape onboarding programmes, coaching conversations, and process redesigns.

What You'll Do

• Conduct quality evaluations across voice, chat, and email channels—scoring interactions against defined frameworks, identifying recurring failure patterns, and translating findings into actionable coaching recommendations for agents and team leaders.
• Run calibration sessions with QA peers, Operations, and BPO partners to ensure scoring consistency, and support new hire certification during OJT to maintain standards before agents go into full production.
• Analyse quality trends to surface process gaps and customer experience pain points, then partner with Training and Product teams to design targeted improvement interventions that actually move the metrics.

• Demonstrable experience in a customer care or customer service environment, with a track record of understanding what good looks like on the front line.
• Proven exposure to quality assurance, coaching, or performance monitoring with the analytical rigour to translate data into clear, constructive feedback.
• Strong communication and stakeholder collaboration skills, particularly across Operations, Training, and outsourced partner environments.

How to Apply
Interested candidates should apply directly through the M-KOPA career portal on Ashby using the link below.
https://jobs.ashbyhq.com/M-KOPA/491a23f1-9097-4a20-ba6f-38cf243fb758

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