M-KOPA
Telesales Quality Assurance & Training Analyst
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · Lagos
Employer listed it yesterday · Added yesterday
First listed yesterday.
Salary
Not stated
Location
Hybrid · Lagos
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Data
This employer didn't state pay. Jobs like this usually pay around $105k–$200k a year, a typical range taken from 250 mid-level data roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around Lagos, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "Lagos, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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 .
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at M-KOPA, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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