Job Offers at M-KOPA

About Us

• At M-KOPA, we believe that finding the right talent is key to driving our mission of providing financial access to underserved communities. As part of our recruitment team, you’ll play a pivotal role in shaping the future of the company by bringing in individuals who align with our values of Progress, Humility, and Excellence. Your work will directly impact M-KOPA’s growth, as you ensure our teams are equipped with the talent needed to drive innovation and deliver life-changing products to those who need them most.
• In this role, you’ll manage the full recruitment lifecycle, from sourcing top talent to refining our recruitment strategies. We use great tools, Ashby is our chosen ATS. You’ll be empowered to lead hiring efforts across multiple departments, ensuring that each hire not only meets the business needs but also enhances our dynamic and collaborative culture. With a strong focus on candidate experience and stakeholder engagement, your contributions will help drive efficiency and elevate M-KOPA’s recruitment processes to the next level.
• If you're passionate about talent acquisition, data-driven recruitment, and playing a key role in a fast-growing company with a meaningful mission, this is the opportunity for you!
• This is a fully remote role, you would be working within the following time zone (UTC -1 / UTC+3) with a diverse group of other employees working remotely from locations such as UK, Europe and Africa. You will be reporting to the (Talent Acquisition Manager / Senior Recruiter).

Expertise

• In this role, we expect you to take ownership of the end-to-end recruitment process, ensuring a seamless and efficient experience for both candidates and hiring managers. You should be comfortable working with diverse teams, balancing stakeholder relationships, and driving recruitment strategies that align with our business goals.

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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