Join M-KOPA in Lagos as a Customer Care Quality Analyst, playing a vital role in upholding and enhancing customer satisfaction in one of Africa's fastest-growing financial technology companies. M-KOPA empowers millions by offering accessible financial products, and this role is key to ensuring the quality of those customer interactions. As a Customer Care Quality Analyst, you will evaluate customer interactions across multiple channels including voice, chat, and email. Your work will involve scoring these engagements against established frameworks, identifying patterns of service failure, and converting insights into actionable coaching and operational improvements. You will collaborate closely with Operations, Training teams, and external BPO partners to align quality standards and support new agent certification. Ideal candidates bring proven experience in customer service environments, with strong skills in quality assurance, coaching, and performance analysis. You will be comfortable providing clear, constructive feedback and maintaining high standards even in challenging situations. This is a full-time role requiring excellent communication and stakeholder management capabilities. Lagos is a vibrant hub for fintech innovation, making this position crucial as M-KOPA expands its customer base from 7 million towards 10 million users. The role supports the digital and financial inclusion mission vital to Nigeria's growing economy and technological landscape. While salary details are not provided, this position offers significant professional growth within the fintech sector, opening pathways to advanced roles in customer experience, operations, and quality management. To stand out, tailor your application to highlight your experience in quality monitoring and coaching within customer care, quantifying your impact on service improvements. Demonstrate your ability to work cross-functionally and manage relationships with external partners. Take this opportunity to contribute to M-KOPA's mission as a Customer Care Quality Analyst. Submit your application promptly to be part of a company committed to transforming financial access before the deadline.
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Stand out for Customer Service roles like this with relevant certifications and skills.
A 4-year bachelor's degree program in Customer Service picked for your next step.
Bishop's University
CA$28,651 / First year
application fee • ₦111,000
M-KOPA is a leading FinTech company focused on providing financial services and connected asset financing to underbanked populations across Africa, pioneering pay-as-you-go solutions.
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