About the Role
M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go solar energy for off-grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives. We are currently looking for a dedicated Telesales Quality Assurance & Training Analyst to join our dynamic team and help elevate our contact centre standards.
Key Responsibilities- Conduct quality evaluations of Telesales inbound, outbound, and non-voice interactions, assessing adherence to sales processes, compliance requirements, and customer communication standards.
- Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps, and prepare quality and training reports for the QA & Training Lead.
- Support the design and delivery of onboarding and refresher training, developing call guides and learning materials to close identified skill gaps.
- Deliver structured coaching and feedback to agents based on QA findings, and support the QA & Training Lead in monitoring resulting action plans.
- Handle any other tasks as assigned by the hiring manager to support team success.
- Hold a Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
- Demonstrate at least 2 years of professional experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations.
- Possess proven experience in call quality monitoring and performance analysis, with proficiency in CRM systems and data-informed decision-making.
- Show strong communication, analytical, and interpersonal skills with the ability to coach and motivate sales teams effectively.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement within a leading FinTech organization.
- A collaborative and innovative work environment impacting millions of lives across Africa.