Job Roles 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.

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• We are looking for an Expansion & Market Development Manager to join our Business and Operations department as we scale up and drive digital and financial inclusion across our markets.

The Role in Brief

• Own M-KOPA's strategic market expansion and growth across Nigeria. Lead new market entry from assessment through launch execution (50% of role) while simultaneously driving penetration and optimization in existing markets (40% of role). Work as a strategic leader and hands-on operator - 60-80% field time during launch phases, managing regulatory engagement, operational setup, partnership development, and commercial growth. Reports to Head of Business Management. Requires 5+ years in market expansion/business development with proven track record across multiple Nigerian states.

About Us

• We're not just another fintech talking about financial inclusion - we're actually doing it. 7 million customers across Africa. $2 billion in credit unlocked. 86% report improved quality of life. We've moved from 5 million to 7 million customers, building toward 10 million.
• Here's what matters: 55% of our customers are accessing products and services for the first time. 70% use what we finance to generate income. Nigeria is central to that next chapter.
• This is a hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Head of Business Management.
• Why This Role Is Different
• At a major FMCG or Telco, expansion is usually one layer of a much larger machine. Your recommendations feed into regional committees. Your launches follow playbooks designed elsewhere. The impact is real, but it's diffuse; hard to trace from your desk to a customer.
• Here, you own the full arc. You'll conduct the market assessment. You'll build the business case with the unit economics. You'll design the state-specific launch playbook. You'll engage regulators directly. You'll be in the field 60–80% of the time during active launches not managing from afar but leading the execution.
• And the outcomes you're driving aren't just distribution metrics. When a customer in a new state gets financed for the first time through M-KOPA, that's a direct result of the market you opened.

What You'll Do

• About half your time goes to new market expansion: rigorous assessment of which states represent genuine opportunity, feasibility cases with real unit economics, building launch playbooks tailored to local dynamics, regulatory engagement, and on-the-ground setup — temporary hubs, partner relationships, commercial infrastructure.
• The other half is market development in existing states: identifying underserved segments, expanding into new LGAs and rural regions, building partnerships with retail chains and telcos, tracking activation and repayment metrics to catch issues early, and turning competitor intelligence into strategic moves.
• You'll work across Sales, Operations, Finance, Logistics, and Marketing — and you'll own the numbers: launch timelines, acquisition targets, portfolio health, channel expansion, revenue growth.

What You'll Need

• Proven track record in market expansion, business development, or commercial operations in FMCG, Telco, fintech, or mobility — with demonstrable experience launching or scaling across multiple Nigerian states.
• Strong capability in market research and financial modelling, with experience building feasibility cases from scratch and navigating regulatory and government stakeholder relationships.
• Entrepreneurial operating style — comfortable in ambiguous environments, willing to spend extended time in new markets, and able to solve problems resourcefully without waiting for infrastructure to be perfect.