Customer Care Quality Assurance Lead - Ghana (ACCRA)

Quality at scale is one of the hardest things to get right. We're looking for someone who knows how.

M-KOPA serves 7 million customers across Africa — connecting people to smartphones, solar energy, and financial services, many for the very first time. We've unlocked over $2 billion in credit, and 86% of our customers say their quality of life has measurably improved. As we grow toward 10 million customers, the standard of every customer interaction matters more than ever.

We're looking for a Customer Care Quality Assurance Lead based in Accra to own that standard — building the frameworks, analysing the data, and leading the team that keeps our Customer Care function performing at its best.

Job Purpose

To lead M-KOPA's Quality Assurance function across all Customer Care channels — defining standards, driving data-led insights, building capability, and ensuring that every customer interaction reflects the quality our customers deserve and our mission demands.

Key Roles and Responsibilities

Quality Standards & Governance

• Define and enforce quality frameworks — Develop, implement, and manage QA guidelines, evaluation tools, and audit programmes that uphold M-KOPA's customer service standards across all support channels, including in-house and outsourced teams.

• Ensure consistent quality audits — Oversee regular quality audits for all Customer Care Representatives (CCRs), with clear calibration processes and compliance adherence across every team you govern.

Quality Analytics & Performance Insights

• Analyse quality metrics — Evaluate QA data, trends, and repeat-call patterns to identify performance gaps, systemic issues, and customer experience risks — translating findings into actionable insights for leadership.

• Drive data-led improvements — Lead deep-dive analyses and recommendations that shape operational, training, and process improvement initiatives across the Customer Care function.

Training Needs & Capability Building

• Identify training gaps — Partner with Training teams to surface skill and knowledge gaps through QA reports, call listening, and calibration sessions, ensuring learning interventions are grounded in real performance drivers.

• Enable continuous improvement — Provide structured QA insights that support targeted coaching, refresher training, and capability-building at agent and team level.

Scoring Frameworks & Tools

• Develop and refine QA evaluation tools — Formulate and periodically update quality scoring frameworks used across all Customer Care channels, ensuring they remain relevant, fair, and aligned to evolving service expectations.

Stakeholder Collaboration & BPO Governance

• Cross-functional alignment — Collaborate closely with Operations, Training, Workforce, Legal, and Product/Tech teams to ensure QA priorities are in step with operational goals and regulatory requirements.

• BPO quality enablement — Engage with BPO partners to ensure consistent application of quality standards, calibration practices, and corrective action plans across all outsourced environments.

Reporting & People Leadership

• Deliver quality reporting — Maintain accurate QA records and produce regular weekly and monthly performance reports that support informed decision-making and organisational transparency.

• Lead the QA function — Provide leadership, mentorship, and performance management for Quality Assurance Analysts, fostering accountability, professional growth, and a strong quality culture across the team.

Experience & Education

• Extensive progressive experience in quality assurance, contact centre operations, or customer experience management — with demonstrable expertise leading QA functions across both in-house and outsourced environments

• Proven track record of building and managing QA frameworks, scoring tools, and calibration programmes that drive measurable improvements in customer service quality

• A relevant qualification in business, operations, communications, or a related discipline

Skills

• Strong analytical capability with the ability to interpret QA data, identify trends, and translate insights into clear, actionable recommendations for leadership

• Experienced in BPO governance and cross-functional stakeholder engagement, with the confidence to influence at all levels of the organisation

• Proven people leadership skills with a track record of developing high-performing QA teams and embedding a quality-first culture

What We Offer

At M-KOPA, quality isn't a department — it's a value. With 2,300+ employees and 35,000 agents across Africa, we've built something that genuinely matters to the people we serve. Joining us as QA Lead means stepping into a role with real authority, real visibility, and real impact.

• Direct influence on the customer experience of 7 million people — and growing

• A performance-driven culture that rewards rigour, ownership, and the courage to call things out

• Genuine investment in your development, with the scope to shape the QA function as the business scales toward 10 million customers

• Competitive remuneration and benefits in a company that is redefining what financial inclusion looks like in Africa

This is not a role for someone who wants to manage a checklist. It's for someone who wants to build something — and who knows that the quality of every conversation is the foundation everything else is built on. If that's you, let's talk.

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.