Telesales Quality Assurance & Training Analyst at M-KOPA
M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go PayGo solar energy for off-grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
What You'll Do
Conduct quality evaluations of Telesales inbound, outbound, and non-voice interactions, assessing adherence to sales processes, compliance requirements, and customer communication standards.
Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps, and prepare quality and training reports for the QA & Training Lead.
Support the design and delivery of onboarding and refresher training, developing call guides and learning materials to close identified skill gaps.
Deliver structured coaching and feedback to agents based on QA findings, and support the QA & Training Lead in monitoring resulting action plans.
Any other tasks as assigned by the hiring manager.
What You'll Need
A Bachelor's Degree in Business Administration, Marketing, Communications, or a related field with demonstrated 2 years of experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations.
Proven experience in call quality monitoring and performance analysis, with proficiency in CRM systems and data-informed decision-making.