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: Customer Care Quality Analyst
Location: Lagos
Why This Role Matters
- We're scaling from 7 million customers toward 10 million. That means more agents, more channels, more BPO partners, and more moments where a customer's experience with M-KOPA either builds or erodes their trust in financial services entirely; many of them for the first time.
- The Quality Analyst role sits right at the centre of that. You're not auditing for compliance theatre. You're the standard-bearer for what it actually feels like to be an M-KOPA customer.
What Makes This Different
- Most Customer Care Quality Analyst roles in contact centres are reactive — score the call, file the report, move on. Here, you're working directly with Operations, Training, and BPO partners to turn findings into real capability improvements. Your evaluations don't sit in a spreadsheet; they shape onboarding programmes, coaching conversations, and process redesigns.
- When 70% of your customers use their M-KOPA products to generate income, a poor customer experience isn't just a bad NPS score — it's a genuine setback to someone's livelihood. That context changes everything about how this work feels.
What You'll Do
- Conducting quality evaluations across voice, chat, and email channels — scoring interactions against defined frameworks, identifying recurring failure patterns, and translating findings into actionable coaching recommendations for agents and team leaders.
- Running calibration sessions with QA peers, Operations, and BPO partners to ensure scoring consistency, and supporting new hire certification during OJT to maintain standards before agents go into full production.
- Analysing quality trends to surface process gaps and customer experience pain points, then partnering with Training and Product teams to design targeted improvement interventions that actually move the metrics.
What You Need
- Demonstrable experience in a customer care or customer service environment, with a track record of understanding what good looks like on the front line.
- Proven exposure to quality assurance, coaching, or performance monitoring with the analytical rigour to translate data into clear, constructive feedback.
- Strong communication and stakeholder collaboration skills, particularly across Operations, Training, and outsourced partner environments.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/867457/customer-care-quality-analyst-at-mkopa-nigeria.html