We are looking for a Telesales Trainer to join our Customer Retention group, as we scale up and drive digital and financial inclusion across our markets.

Job Purpose

In this role, you will lead the design, delivery, and continuous improvement of impactful training programs to equip our Telesales team with the skills they need to thrive. You will also support Quality Assurance (QA) efforts by ensuring high standards of performance, compliance, and customer engagement.

Key Responsibilities

• Design and deliver comprehensive onboarding and refresher training for new and existing Telesales Representatives.

• Develop engaging training content on product knowledge, sales techniques, objection handling, and customer service best practices.

• Identify skill gaps through performance analysis and deliver targeted training to improve sales outcomes.

• Facilitate dynamic Train-the-Trainer (TOT) sessions and conduct regular knowledge reinforcement follow-ups.

• Continuously update training materials to align with current sales strategies, market trends, and product changes.

• Measure training effectiveness and make data-driven improvements.

• Develop and maintain training performance reports to track progress and impact.

• Recommend process enhancements, script adjustments, and sales strategies based on training insights.

• Collaborate with key stakeholders to set and maintain high-quality benchmarks for the telesales function.

Expertise

• Experience: Minimum 3-5 years in telesales, contact centres, or training and quality assurance roles.

• Training Expertise: Strong background in designing, facilitating, and improving sales training programs.

• Sales Acumen: Proven success in the sales process with the ability to coach others to achieve targets.

• Communication: Excellent verbal and written communication skills; ability to inspire and motivate teams.

• Analytical Skills: Strong ability to interpret performance data and provide actionable recommendations.

• Technical Proficiency: Familiar with CRM systems, call monitoring tools, Microsoft Office (Excel, Word, PowerPoint).

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.