Customer Care Quality Analyst at M-KOPA

We are looking for a Customer Care Quality Analyst to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.

About M-KOPA

• M-KOPA is a financial technology company built for the people most banks ignore. We've extended over $2 billion in credit to customers across Africa, reached 7 million people, and 55% of those customers are accessing financial services for the very first time. We have a 86% customer satisfaction rate — and we intend to protect every percentage point of it.
• That score doesn't happen by accident. It happens because of people who take quality seriously.

Why This Role Matters

• We're scaling from 7 million customers toward 10 million. That means more agents, more channels, more BPO partners, and more moments where a customer's experience with M-KOPA either builds or erodes their trust in financial services entirely; many of them for the first time.
• The Quality Analyst role sits right at the centre of that. You're not auditing for compliance theatre. You're the standard-bearer for what it actually feels like to be an M-KOPA customer.

What Makes This Different

• Most Customer Care Quality Analyst roles in contact centres are reactive — score the call, file the report, move on. Here, you're working directly with Operations, Training, and BPO partners to turn findings into real capability improvements. Your evaluations don't sit in a spreadsheet; they shape onboarding programmes, coaching conversations, and process redesigns.
• When 70% of your customers use their 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. That context changes everything about how this work feels.

What You'll Do

• Conducting 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.
• Running calibration sessions with QA peers, Operations, and BPO partners to ensure scoring consistency, and supporting new hire certification during OJT to maintain standards before agents go into full production.
• Analysing quality trends to surface process gaps and customer experience pain points, then partnering with Training and Product teams to design targeted improvement interventions that actually move the metrics.

What You Need

• 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.

The honest part

This role requires you to give hard feedback clearly and constructively — to agents, team leaders, and BPO partners on a regular basis. You'll need to hold the line on quality standards even when it's uncomfortable. If you've done that before and found it rewarding rather than draining, you're probably the right fit.