Customer Care Quality Analyst at M-KOPA

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

The Role

• We are seeking a qualified and highly motivated Quality Analyst (QA) to safeguard and continuously improve quality of customer experience within Customer Care. 
• This role is responsible for evaluating customer interactions across voice and digital channels to ensure adherence to quality standards, regulatory requirements, and customer experience expectations.
• The QA provides objective performance assessments, actionable feedback, and insight-driven recommendations that directly influence agent capability, operational effectiveness, and customer satisfaction. 
• Working closely with Operations, Training, Workforce, and BPO partners, the role supports a culture of continuous improvement and service excellence across in-house and outsourced environments.

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.

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.