Telesales Quality Assurance & Training at M-KOPA Nigeria

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 “PayGo’” 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 recruiting to fill the position below:

Job Title: Telesales Quality Assurance & Training

Location: Lagos 
Job Type: Full time

Job Summary

• You will support quality monitoring, agent coaching, and training initiatives to ensure ethical selling, regulatory compliance, and consistent achievement of sales targets.
• This role is critical to driving continuous improvement and delivering exceptional customer experiences in the Nigerian market.

What You'll Do
Training & Development:

• Design and deliver comprehensive training programs for new and existing Telesales representatives.
• Develop and facilitate ongoing training sessions on product knowledge, sales techniques, and customer service best practices.
• Identify skill gaps and create targeted training initiatives to address such gaps improving sales and overall team performance.
• Collaborate with the Telesales team lead to ensure sales scripts, objection-handling strategies, and closing techniques are up-to-date and effective.
• Stay updated with industry trends and incorporate best practices into training programs.
• Track and analyze training effectiveness and make data-driven improvements.
• Quality Assurance & Performance Training:
• Conduct regular call monitoring and evaluate Telesales representatives based on key performance indicators (KPIs) such as script compliance, pitch, and adherence to quality standards.
• Provide detailed feedback on individual and overall team performance to guide the Telesales team lead on coaching the team.
• Track and analyse trends from call evaluations to identify areas of improvement and training needs to address them.
• Ensure compliance with company policies, industry regulations, ethical sales and global best practices.
• Identify common sales challenges faced by Telesales representatives and recommend solutions to improve conversion.
• Process Improvement, Reporting & Compliance:
• Generate and maintain quality assurance reports to track team performance over time.
• Work closely with the Telesales team lead to identify skill gaps and implement targeted improvement strategies.
• Recommend process enhancements and best practices to optimize Telesales efficiency and customer retention.
• Collaborate with management to set quality benchmarks and ensure continuous improvement.
• Provide insights on common customer concerns and recommend adjustments to call scripts, sales pitch and overall strategies.
• Monitor customer feedback and complaints trends and recommend proactive measures to address them.

What You'll Need

• Minimum of 2 years’ experience in QA and/or training within a high-volume contact centre, preferably in Telesales, fintech, or banking.
• Strong understanding of ethical selling, compliance, and customer protection standards relevant to the Nigerian market.
• Demonstrated experience in quality assurance processes, including call monitoring, evaluation, and feedback delivery.
• Excellent communication, interpersonal, and coaching skills.
• Proficiency in Microsoft Office tools (SharePoint, Excel, PowerPoint, Word) for reporting and documentation.
• Experience with CRM and Contact Centre tools (e.g., 3CX, Freshdesk, FreshChat).
• Highly organized, reliable, and quick to learn new systems and processes.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online