Telesales Quality Assurance & Training Analyst (Hybrid)

Telesales Quality Assurance & Training Analyst (Hybrid) at M-KOPA Nigeria

M-KOPA seeks a Telesales Quality Assurance & Training Analyst to join their Retention Team, driving digital and financial inclusion across Kenya, Uganda, Nigeria, Ghana, and South Africa. This hybrid role, based in Nigeria, involves analyzing customer interactions, designing training materials, and coaching agents to improve sales performance and customer trust. The position emphasizes real-time feedback and data-driven improvements, shaping training content directly from agent performance insights.

What it offers

• Hybrid work arrangement based in Nigeria, collaborating with teams across the UK, Europe, and Africa.
• Focus on customer protection, compliance, and agent development through call evaluations, training materials, and coaching.
• Opportunity to influence sales processes and customer communication standards at scale.
• M-KOPA’s mission: Empowering 10 million customers with over $2 billion in credit, improving financial inclusion for everyday earners.

Who can apply

Applicants must have a Bachelor’s degree in business administration, marketing, communications, or a related field and 2+ years of experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations. Proficiency in call quality monitoring, CRM systems, and data analysis is required.

What you'll do

• Conduct quality evaluations of inbound/outbound telesales and non-voice interactions, assessing adherence to sales processes and compliance.
• Analyze customer interactions to identify recurring objections, barriers, and performance gaps, then compile reports for leadership.
• Design and deliver training (e.g., call guides, learning materials) to address skill gaps identified in evaluations.
• Provide structured coaching and feedback to agents, supporting their improvement plans.
• Collaborate with the QA & Training Lead to monitor progress and refine training programs.
• Handle other assigned tasks as needed.

How to apply

• Rolling application process with shortlisting and interviews conducted at any stage.
• Pre-employment checks include criminal records, ID verification, academic qualifications, employment history, and references.
• No recruitment fees charged by M-KOPA.

Good to know

• Equal-opportunity employer: Encourages applications from women, minorities, and people with disabilities.
• Family-friendly policies, well-being support, and flexible work arrangements.
• M-KOPA prohibits forced labor and ensures voluntary, fair employment terms.
• Background checks are mandatory for all candidates.

Note: Applications reviewed on a rolling basis; early closure possible if a suitable candidate is found.