We are looking for a Customer Care Quality Analyst to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.

About M-KOPA

M-KOPA is a financial technology company built for the people most banks ignore. We've extended over $2 billion in credit to customers across Africa, reached 7 million people, and 55% of those customers are accessing financial services for the very first time. We have a 86% customer satisfaction rate — and we intend to protect every percentage point of it.

That score doesn't happen by accident. It happens because of people who take quality seriously.

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.

The honest part

This role requires you to give hard feedback clearly and constructively — to agents, team leaders, and BPO partners on a regular basis. You'll need to hold the line on quality standards even when it's uncomfortable. If you've done that before and found it rewarding rather than draining, you're probably the right fit.

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 four times 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 6 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.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.