Customer Care Quality Analyst

 # **Customer Care Quality Analyst | M-KOPA** ## **Every great customer experience starts with someone who refuses to let a bad one slide.**  You notice things other people miss. The agent who almost got the tone right. The script that worked last quarter but is quietly creating friction now. The pattern buried in three weeks of quality scores that nobody's connected yet. You're not just ticking boxes on a scorecard — you're reading signals, and you know what they mean. The question is whether the organisation you're doing that for is actually listening. **M-KOPA is looking for a Quality Analyst to join our Customer Care team**, based in-country across our markets. And if you care about quality the way we think you do, here's why this role is worth your attention.  **The scale behind the work** M-KOPA is a fintech built specifically for Africa — providing asset financing, smartphones, solar energy, and e-motorbikes to customers who have historically been locked out of formal financial services. We serve 7 million customers today, up from 5 million just a year ago. We've unlocked more than $2 billion in credit. 86% of our customers report genuine improvements in their quality of life. 55% are accessing financial products and services for the very first time. That last number is the one that should stop you. These aren't customers who have other options and chose us. For many of them, this interaction with M-KOPA — this call, this chat, this moment of service — is their first real experience with a financial institution. What they feel in that moment shapes whether they trust the system at all. That's what quality assurance protects here. Not KPIs. Trust.  **Why this timing matters** We're on a deliberate path from 7 million to 10 million customers, and our Customer Care function is scaling in step. With that growth comes complexity — more agents, more channels, more BPO partners, more markets. The infrastructure we build now to maintain quality consistency across all of it will define the customer experience for the next phase of growth. This isn't a role where you'll spend your days rubber-stamping evaluations. It's a role where sharp quality thinking will feed directly into coaching design, training priorities, operational decisions, and process improvements. The insights you surface will move through the business. If you've been somewhere that collects your analysis and files it — this is different.  **What makes this role different** Quality Analyst roles at most organisations sit at the edge of influence — they measure, they report, and they wait. At M-KOPA, this role sits at the intersection of operations, training, and BPO partnerships. You'll work across all three, translating evaluation findings into actions that actually change outcomes. You'll conduct calibration sessions that align standards across a growing, multi-partner environment. You'll identify training gaps before they become performance trends. You'll support the certification of new hires — which means you're the last quality checkpoint before an agent touches a real customer for the first time. That's meaningful accountability, not administrative process. And because we operate across voice and digital channels, your analytical lens will need to be versatile — you're not just listening to calls, you're reading transcripts, reviewing emails, and building a full picture of the customer experience across every touchpoint. **What you bring** - Demonstrable experience in a customer care or customer service environment — you understand what good looks like from the inside, not just from a scorecard. - Proven exposure to quality assurance, performance coaching, or monitoring — you can give feedback that lands, not just feedback that's documented. - Strong analytical capability paired with the communication skills to translate data into conversations that change behaviour — numbers alone don't coach people.  **What your weeks actually look like** You'll move between evaluation work and human work — scoring interactions in the morning, sitting in a calibration session in the afternoon, and spending time with a Team Leader working through a recurring failure pattern by end of week. You'll pull together quality reports that tell a story, not just a summary. You'll flag compliance risks before they escalate. You'll support new agents through OJT certification, knowing that your sign-off matters to their trajectory. The role demands high attention to detail, but it's not a solitary one. You'll partner with Training, Operations, and BPO teams constantly — and your ability to influence without authority will matter as much as your analytical accuracy. This role is for someone who takes quality personally. Not in a rigid way — in a principled one. Someone who understands that consistency and fairness in evaluation builds the credibility that makes feedback worth receiving. *If that's how you think about this work — 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 [****](http://m-kopa.com).  *Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.*  ***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.*