Customer Care Trainer at M-KOPA

At M-KOPA, We Finance Progress. ​​​​​​​

• Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. 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.
• We’re looking for a Trainer in our Lagos office to join our Customer Care department with leadership, training experience and content development skills. The Customer Care department at M-KOPA is dedicated to giving our customers the best service experience they ever had at above industry-level SLAs. Your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products and processes in line with the company’s overall customer care strategic objectives.
• This position will report to the Global Head of Customer Support and will be based in Lagos.

To achieve this, you’ll be expected to:

• Manage the call center training operations: manage the call center day to day training operations which include prioritizing training responsibilities, scheduling trainers and scheduling training activities
• Training content development: Develop high-quality training content that covers the key training areas which include product, system, process and soft skills training
• The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
• Management of the training calendar: Build and manage the monthly training calendar ensuring the key topics for training are covered by the end of the quarter.
• Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems and soft skills.
• Quiz development and administration: Develop and administer knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
• Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions and mystery shopping and schedule training sessions.
• Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
• Training process: Custodian of the end-to-end training process including updating of the same with any upcoming changes in-country.
• Reporting: Prepare and present reports that show training progress, and trends and demonstrate training impact.

You Might Be A Good Fit If You…

• Have a Bachelor’s degree in any field, although exceptions will be made for candidates who can show an exceptional track record in this area/ or equivalent experience/self-directed learning. We care much more about your skills than about how you acquired them!
• Have a minimum of 3 years of professional experience in Customer Care.
• Have a minimum of 2 years of professional experience as a Trainer
• Computer literacy with a bias towards Excel and PowerPoint
• Good understanding of call center operations and metrics
• In-depth knowledge of the company’s products & processes
• Able to assess training needs
• Can communicate and articulate issues clearly
• Creative thinker