Fresh Jobs at M-KOPA

About the job

• We are looking for a Backend-focused Engineering Team Lead to join our team as we scale up and drive digital and financial inclusion across our markets.

What You'll Do:

• Team Leadership: Mentor and lead a team of backend engineers, fostering a collaborative and high-performing environment. Lead as a servant leader, coach, and contributor, emphasising high-quality output using infrastructure as code, observability, and monitoring, as well as automated testing in all environments, including production.
• Full Ownership: Oversee the entire software stack, including supporting infrastructure, throughout the entire software lifecycle from inception, through production, and right the way to decommissioning under a DevOps culture.
• DevOps Culture: Champion continuous delivery, testing, and observability as first-order concerns.
• Tech Stack: Work with C#.NET, event-driven systems, microservices, and deployment technologies.

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Job Purpose

• We are looking for someone experienced to lead our Telesales Quality Assurance (QA) & Training team. You will ensure our telesales work well by keeping an eye on things, training our staff, and making sure our standards stay high. We're looking for someone who can lead, knows about quality assurance, and has a background in training for telesales.

What you will 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 we are looking for

• Experience: Minimum 3-5 years in a training & quality assurance or similar roles within Telesales, contact centres, or financial services (mobile phone financing experience is a plus).
• Communication: Excellent verbal and written communication skills, with the ability to coach and motivate a team effectively.
• Analytical Skills: Ability to analyze performance data, identify trends, and provide actionable recommendations.
• Training Expertise: Experience developing and delivering sales and customer service training programs.
• Quality Assurance: Strong understanding of QA methodologies, compliance requirements, and sales best practices.
• Technical Proficiency: Familiarity with CRM systems, call monitoring tools, and Microsoft Office Suite (Excel, PowerPoint, etc.).
• Problem-Solving: Ability to address performance challenges with strategic training interventions.
• Attention to Detail: Strong focus on maintaining high-quality standards and compliance adherence.