Fresh Jobs at M-KOPA

• As Retail Quality Analyst, you'll monitor and evaluate the quality of inventory management, customer experience, service delivery, and operational compliance across M-KOPA's retail network in Lagos State. You'll assess Freshdesk adherence, track inventory processes, evaluate customer interactions, and identify skill or knowledge gaps. You'll provide regular quality feedback, recommend improvements, monitor KYC processes, and collaborate with training teams to drive compliance and service excellence. This role directly shapes how 7 million customers experience M-KOPA's retail operations.
• We're deliberately scaling our retail quality infrastructure across Nigeria. We need analysts who understand that maintaining quality standards here means protecting something different: customers building trust in a system designed for their economic empowerment.

This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.

What You'll Do

• Monitor and evaluate inventory management processes - stock received, issuance on First-In-First-Out basis, returns routing, Min-Max and Aged stock adherence.
• Evaluate Freshdesk operations for process adherence, proper dispositions, and consistent customer communication via SMS.
• Track screen coverage collection speed and One-off eligibility criteria.
• Monitor KYC verification processes at retail points.
• Identify gaps in product knowledge, process execution, or service delivery.
• Evaluate customer interactions against service standards and provide detailed quality feedback.
• Collaborate with training teams to address identified skill gaps. Report insights and recommend areas of improvement. Monitor swap processes for strict criteria adherence.

What You'll Need

• Demonstrable experience in field office, customer care, sales, or retail operations; you've monitored quality, evaluated processes, and driven service standards.
• Diploma or Degree in Customer Service, Inventory Management, or related field. Tertiary training in customer-facing operations is valuable.
• Strong technical knowledge of inventory management, reverse logistics, and retail systems. Proficiency in Excel and PowerPoint for data analysis and reporting.
• Excellent interpersonal skills - you communicate clearly in writing and verbally, listen well, and build relationships with diverse retail teams.
• Detail-oriented and compliance-focused - you catch inconsistencies, track adherence to policies, and drive operational excellence.

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About the job

• We are looking for an experienced Field Auditor to join our team in Nigeria, to influence how audit findings impact customer trust and business performance.
• We're deliberately scaling our retail audit infrastructure across Nigeria and beyond. We need auditors who understand that maintaining shop standards here means protecting something different: customers building trust in a system designed for their economic empowerment.

Role Overview

• As Field Auditor in Nigeria, you'll establish and lead retail performance management systems, auditing shops across our network for customer care, sales support, shop management, and stock management. You'll perform physical inventory counts, analyze stock variances, conduct compliance checks on branding, record-keeping, and adherence to M-KOPA best practices. You'll prepare detailed audit reports, identify improvement opportunities, and escalate suspicious activities. This role directly protects the integrity of the retail experience for 7 million customers accessing financial services.

What You'll Do

• Set up and lead retail audit processes across Nigeria's M-KOPA outlets. Perform physical inventory counts and reconcile stock variances across all locations.
• Analyze audit results to monitor service performance and identify improvement opportunities.
• Accurately score shops using established audit processes.
• Investigate stock variances with warehouse and allocation teams, providing feedback and solutions.
• Conduct compliance checks on branding, record-keeping, process adherence, and stock security.
• Prepare detailed audit reports and communicate findings to shop teams. Escalate suspicious or fraudulent activities immediately.
• Provide field support to resolve operational issues as they arise.

What You'll Need

• Minimum 2-3 years of demonstrable experience in stock management and operations auditing—you've conducted retail audits, analyzed inventory variances, and managed compliance checks in similar environments.
• Bachelor's degree in any field—what matters is your audit expertise and operational acumen.
• Proficiency in Microsoft Office—Excel and Word proficiency essential for data analysis and report preparation.
• Detail-oriented with strong organizational skills—you catch inconsistencies others miss, manage overlapping timelines effectively, and create clear schedules and task management systems.
• Strong communication—clear, professional communication via email, phone, and in person with diverse stakeholders.
• Self-directed and compliant—you work independently without micromanagement, demonstrate exceptional work ethic, and maintain strict adherence to company anti-bribery and corruption policies.

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About the job

• We are looking for a Technical Lead - Device Quality & Customer Experience to join our Warehouse & Logistics Team as we scale up and drive digital and financial inclusion across our markets.

The Role

• We're hiring a Technical Lead - Device Quality & Customer Experience for our Nigeria office (hybrid/on-site). You'll report to the Commercial Testing Manager and partner with teams across the UK, Europe, and Africa.

What makes this different:

• Most testing roles stop at finding bugs. This role owns the complete technical experience of M-KOPA devices across Nigeria and Ghana; from configuration to customer hands.

You'll:

• Design and maintain RFS (Ready for Sale) configuration processes that scale across hundreds of thousands of devices.
• Conduct technical and commercial testing to catch issues pre-launch and validate real customer journeys.
• Diagnose and resolve technical escalations from Care Centers through root cause analysis.
• Train and enable Retail, Operations, and Commercial teams on device configuration and repair processes.
• Partner cross-functionally to ensure technical excellence drives business outcomes.

Why This Matters Now

• We've scaled from 5 million to 7 million customers and are building infrastructure for 10 million. Every configuration process you optimize, every issue you prevent, and every team you train multiplies across hundreds of thousands of first-time smartphone users.
• Your technical decisions directly shape whether someone's first smartphone experience opens opportunities or creates frustration.

What You Need
Essential:

• Deep Android OS expertise (rooting, flashing, advanced configuration)
• Proven ability to diagnose technical issues systematically and conduct root cause analysis
• Track record training stakeholders on complex technical processes

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About the job

We are looking for an experienced Retail Trainer to join our team in Nigeria, to support team expansion and business densification, Improve workload distribution.

• We're deliberately scaling our retail training infrastructure to match our customer growth. We need trainers who understand that developing retail teams here means equipping people to serve customers accessing financial services for the first time. People whose entire relationship with financial trust is being built in our shops.
• This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.

Role Overview

• As Retail Trainer, you'll plan and deliver comprehensive training programs to retail teams, Stock Controllers, Shop Assistants, and Retail Repairs staff. You'll develop localized training materials, conduct onboarding and performance improvement training, and facilitate monthly assessments across all retail teams. You'll monitor performance, provide coaching and on-the-job support, conduct regular shop visits, and report on training impact. This role directly shapes how 7 million customers experience service through the retail teams you develop.

What You'll Do

• Develop and deliver onboarding, refresher, and performance improvement training for retail teams. Create localized, engaging training materials including customer service scripts, operational guides, and job aids.
• Train staff in customer-centric service delivery, conflict resolution, sales support, and complaint handling.
• Educate teams on M-KOPA's inventory management, fraud controls, stock reconciliation, audit standards, and operational processes.
• Facilitate monthly assessments and quizzes, ensuring full participation and completing retakes. Provide performance coaching and on-the-job support to underperforming staff and new hires.
• Conduct regular shop visits to observe staff interactions and operational compliance. Provide immediate coaching and corrective training interventions on-site.
• Assess training impact through performance data and customer feedback. Submit post-training reports and recommend actionable performance improvement plans.
• Serve as liaison between Retail teams and other departments, communicating feedback and training needs to drive alignment.

What You Bring

• Minimum 2–3 years of demonstrable experience in retail operations training, sales coaching, or customer service management; preferably in FinTech, Telco, or FMCG sectors. You've delivered training programs, developed training materials, and coached staff to performance improvement.
• Bachelor's degree in education, Training & Development, Human Resources, or a related field.
• Strong facilitation and coaching skills - you're comfortable leading group training sessions, providing one-on-one coaching, and adapting your approach to different learning needs.
• Deep knowledge of retail operations - you understand stock control processes, customer service best practices, and operational compliance requirements.
• Proficiency in Microsoft Office tools - Excel, Word, and PowerPoint essential for material development and reporting. Experience with Learning Management Systems (LMS) is an added advantage.
• Ability to analyze operational data and use insights to shape training priorities and measure impact.
• Willingness to travel frequently to field shops and regional offices.

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About the job

• We are looking for a Senior Enterprise Solutions Architect - MS Dynamics 365 to design and implement enterprise-grade solutions that digitize and scale our warehouse and finance operations across Africa.
• ''This role offers the opportunity to drive significant organizational value through hands-on configuration and optimization of Microsoft Dynamics 365 for Finance and Operations, with particular focus on Supply Chain solutions. You'll work closely with the Senior Product Manager for Inventory and talented cross-functional teams including engineers, warehouse operations managers, finance managers, and business stakeholders across multiple countries.''

About Us

• We foster a low-ego environment where diversity, innovation, and collaboration drive both commercial growth and social impact. Our team values psychological safety and takes a discovery-first approach to problem solving. You'll be empowered to leverage your technical expertise to solve complex business problems and implement solutions that transform our operational capabilities.
• Although coding is not required for this role, we're looking for someone with a growth mindset who is curious to learn software development fundamentals and excited by the opportunity to contribute to our event-driven microservices that extend Dynamics 365 capabilities.

In this role, you would be responsible for:

• Managing end-to-end implementations of Microsoft Dynamics 365 F&O solutions, from requirements gathering to post-go-live support
• Designing and configuring Supply Chain Management modules including warehouse management, inventory, logistics, procurement, and manufacturing
• Architecting Finance modules including landed cost, invoicing, tax compliance, and financial reporting
• Driving digital transformation of operations through D365 optimization and automation initiatives
• Serving as the Dynamics 365 expert, advising teams on optimal platform utilization and integration strategies
• Collaborating with Product Managers and Engineers to translate business requirements into technical solutions
• Ensuring inventory management meets financial and audit compliance requirements through proper system configuration
• Providing training and support to end-users across warehouse operations, finance, and other business units

Your application should demonstrate:

• 5+ years designing, configuring, and deploying Microsoft D365 Finance & Operations solutions
• Strong background in ERP concepts including supply chain, warehouse management, inventory, and finance operations
• Experience managing complex stock movements, reverse logistics, and repair tracking systems
• Proven track record of end-to-end D365 F&O implementations from requirements gathering to post-go-live support
• Experience with multi-phase, multi-country, enterprise-wide implementations
• Ability to work with diverse, distributed teams across multiple countries
• Strong analytical and problem-solving skills with experience in data-driven decision making
• Experience with agile methodologies and cross-functional team collaboration
• Nice to have: Microsoft Dynamics 365 certifications (MB-300, MB-330), experience with Power BI/SSRS, background in financial services or emerging markets