Jobs 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.

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About the job

• Our Customer Retention team is expanding and we are looking for a Telesales Representative – Inbound to join the team, as we scale up and drive digital and financial inclusion across our markets.

Role Overview

• Based in Lagos on a hybrid schedule and reporting to the Telesales Team Lead, the Telesales Representative – Inbound sits within M-KOPA's Customer Retention group. 
• You'll be the voice customers hear when they're ready to grow — helping them upgrade devices, access new services, and make the most of their M-KOPA relationship. 
• This is sales, retention, and customer success rolled into one.

What Makes This Different

• Most Telesales roles are about moving units. 
• This one is about moving lives. 
• When an M-KOPA customer calls, they may be weighing a decision that genuinely changes their financial trajectory; a better phone, access to credit, a tool that helps them earn more. 
• Your job isn't to close a sale. It's to help someone make a decision that's right for them, and trust that the impact speaks for itself.

What You'll Do

• Handle inbound customer upgrade and device requests end-to-end; verifying customer information, understanding their needs, and connecting them to the right products and plans with confidence and care. 
• Identify and convert upsell opportunities naturally within every customer interaction, offering additional products and services that genuinely enhance the customer's M-KOPA experience. 
• Provide device and app support when customers need it, troubleshooting issues and ensuring customers walk away from every call more empowered than when they called in. 

What You'll Need

• Demonstrable experience in a call centre or customer service environment, with exposure to Sales or Telesales and a proven ability to build trust with customers quickly over the phone. 
• Strong communication skills and natural empathy; you know how to listen, how to guide, and how to turn a hesitant customer into a confident one. 
• Comfort with CRM systems and digital tools, or the demonstrated ability to pick them up fast — accuracy and documentation matter as much as the conversation itself. 

The Honest Part:

• This is a hybrid role with real daily targets. 
• You'll be handling a high volume of inbound calls, managing multiple tasks at once, and expected to deliver results consistently — not just on good days. 
• If you're someone who genuinely enjoys helping people and finds satisfaction in solving problems under pressure, this role will energise you. 
• If you need heavy supervision to stay focused, it probably won't.