Telesales Quality Assurance & Training at M-KOPA

About M-KOPA

• M-KOPA is a financial technology company protecting financial access for 7 million customers across Africa. We've unlocked $2+ billion in credit for people who'd never accessed formal financial services. We've contributed $45 million in taxes to African economies, assembled 2 million smartphones in Kenya, and financed 4,000+ e-motorbikes, saving riders an average of $5.62 daily.
• You will support quality monitoring, agent coaching, and training initiatives to ensure ethical selling, regulatory compliance, and consistent achievement of sales targets. This role is critical to driving continuous improvement and delivering exceptional customer experiences in the Nigerian market.

What You'll Do

Training & Development:

• Design and deliver comprehensive training programs for new and existing Telesales representatives.
• Develop and facilitate ongoing training sessions on product knowledge, sales techniques, and customer service best practices.
• Identify skill gaps and create targeted training initiatives to address such gaps improving sales and overall team performance.
• Collaborate with the Telesales team lead to ensure sales scripts, objection-handling strategies, and closing techniques are up-to-date and effective.
• Stay updated with industry trends and incorporate best practices into training programs.
• Track and analyze training effectiveness and make data-driven improvements.

Quality Assurance & Performance Training:

• Conduct regular call monitoring and evaluate Telesales representatives based on key performance indicators (KPIs) such as script compliance, pitch, and adherence to quality standards.
• Provide detailed feedback on individual and overall team performance to guide the Telesales team lead on coaching the team.
• Track and analyse trends from call evaluations to identify areas of improvement and training needs to address them.
• Ensure compliance with company policies, industry regulations, ethical sales and global best practices.
• Identify common sales challenges faced by Telesales representatives and recommend solutions to improve conversion.

Process Improvement, Reporting & Compliance:

• Generate and maintain quality assurance reports to track team performance over time.
• Work closely with the Telesales team lead to identify skill gaps and implement targeted improvement strategies.
• Recommend process enhancements and best practices to optimize Telesales efficiency and customer retention.
• Collaborate with management to set quality benchmarks and ensure continuous improvement.
• Provide insights on common customer concerns and recommend adjustments to call scripts, sales pitch and overall strategies.
• Monitor customer feedback and complaints trends and recommend proactive measures to address them.

What You'll Need

• Minimum of 2 years’ experience in QA and/or training within a high-volume contact centre, preferably in Telesales, fintech, or banking.
• Strong understanding of ethical selling, compliance, and customer protection standards relevant to the Nigerian market.
• Demonstrated experience in quality assurance processes, including call monitoring, evaluation, and feedback delivery.
• Excellent communication, interpersonal, and coaching skills.
• Proficiency in Microsoft Office tools (SharePoint, Excel, PowerPoint, Word) for reporting and documentation.
• Experience with CRM and Contact Centre tools (e.g., 3CX, Freshdesk, FreshChat).
• Highly organized, reliable, and quick to learn new systems and processes.