Customer Care Quality Analyst

About M-KOPA

M-KOPA is a financial technology business focused on serving people that traditional banks often overlook. Across Africa, the company has provided more than $2 billion in credit, supported 7 million people, and enabled financial access for 55% of those customers for the first time. It also maintains an 86% customer satisfaction rate and aims to protect that standard through strong quality practices.

Role overview

The Customer Care Quality Analyst will help protect and improve the quality of customer experience across the Customer Care function. The position involves reviewing customer interactions across voice and digital channels to confirm that service delivery meets quality expectations, regulatory standards, and the company’s customer experience goals.

The role is designed to influence real operational improvement. Rather than only recording scores, the analyst will provide objective assessments, useful feedback, and practical recommendations that strengthen agent performance, improve processes, and support better customer outcomes. Close collaboration with Operations, Training, Workforce, and BPO partners is an important part of the job.

What makes this role different

This position goes beyond routine quality scoring. Insights from evaluations are expected to feed directly into coaching, onboarding, training design, and process improvements. The work helps shape how teams learn, how service standards are reinforced, and how customer experience gaps are addressed.

Key responsibilities

• Review customer conversations across voice, chat, and email, assess them against established quality frameworks, identify recurring issues, and turn the findings into clear coaching guidance for agents and team leads.
• Facilitate calibration sessions with QA colleagues, Operations, and outsourced partners to maintain consistent scoring standards and support certification of new hires during on-the-job training before full production begins.
• Study quality trends to uncover process weaknesses and common customer pain points, then work with Training and Product teams to design targeted improvements that drive measurable results.

Requirements

• Hands-on experience in a customer care or customer service environment, with a solid understanding of strong front-line service delivery.
• Previous involvement in quality assurance, coaching, or performance monitoring, along with the ability to analyse information and provide clear, constructive feedback.
• Strong communication and stakeholder management skills, especially when working with Operations, Training, and external service partners.
• Willingness and ability to provide direct, candid feedback regularly while maintaining professionalism and quality standards.

Why join M-KOPA

M-KOPA supports employee growth through development programmes, coaching relationships, and on-the-job learning. The company also offers family-friendly policies, a focus on well-being, and flexibility in how people work and grow.

Additional information

The company is an equal opportunity and affirmative action employer and encourages women, minorities, and people with disabilities to apply. M-KOPA does not allow forced labour or child labour and requires employment to be entered into voluntarily, with lawful notice for termination. It also follows local laws on youth employment, internships, apprenticeships, and student work.

No fees are charged at any point in the hiring process. Applicants are never asked to pay recruitment, processing, or interview fees in exchange for a job offer or interview.

Applications are reviewed on a rolling basis, and interviews may begin before the stated deadline. The vacancy may be closed early if a suitable candidate is selected.

If selected, candidates will undergo pre-employment screening, which may include checks of criminal records, identity documents, academic qualifications, employment dates, and employer references.

The company has also been recognised multiple times by the Financial Times as one of Africa’s fastest-growing businesses and has appeared in the TIME100 Most Influential Companies list.