Customer Care Quality Analyst

About the role

We are seeking a qualified and highly motivated Quality Analyst (QA) to safeguard and continuously improve quality of customer experience within Customer Care. This role is responsible for evaluating customer interactions across voice and digital channels to ensure adherence to quality standards, regulatory requirements, and customer experience expectations. The QA provides objective performance assessments, actionable feedback, and insight-driven recommendations that directly influence agent capability, operational effectiveness, and customer satisfaction. Working closely with Operations, Training, Workforce, and BPO partners, the role supports a culture of continuous improvement and service excellence across in-house and outsourced environments. 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.

Responsibilities

• 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
• 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 .
• 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 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 a

Additional Information

We are expanding our team and looking to hire 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.

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