Customer Care Trainer

About the role

As a Customer Care Trainer, you'll own the capability of our in-house and BPO agent teams; from onboarding new hires to diagnosing performance gaps and building the learning content that closes them. You'll work closely with Team Leaders and Quality Assurance to translate business changes, new products, and process improvements into practical, agent-ready training. This is a hybrid role , working from our offices in Lagos, Nigeria , partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Global Head Customer Support

Responsibilities

• Designing and facilitating training sessions for Customer Care Representatives across products, systems, processes, and customer handling and managing monthly assessments and certification readiness across all teams
• Conducting training needs analysis using QA feedback, quiz results, and performance trends, then building targeted interventions, coaching plans, and refresher sessions to address gaps
• Developing and maintaining training materials guides, job aids, facilitation plans; that stay current with SOPs, tools, and policies across both in-house and BPO environments, while acting as the learning liaison for cross-functional change rollouts
• Other tasks as assigned by your manager.

Requirements

• Minimum 2 years' experience training call centre or customer support agents, with a solid understanding of contact centre KPIs, QA practices, and service workflows
• Demonstrated ability to develop practical training content guides, assessments, job aids and facilitate confidently across individual and group coaching settings
• A bachelor's degree in Education, Training & Development, Human Resources, or a related field, plus proficiency in CRM tools and Microsoft Office Suite.
• The honest part
• M-KOPA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• 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 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 qualification

Additional Information

We are looking for a Customer Care Trainer 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 pan-African fintech with 7 million customers, 2,300+ employees, and 35,000 field agents operating across Kenya, Uganda, Nigeria, Ghana, and South Africa. We're not just scaling a business - we're building financial access for people who've never had it, with 55% of our customers accessing formal financial services for the very first time.

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