💼 About This Role

You'll own the quality framework for M-KOPA's Customer Care function across all channels, serving 7 million customers across Africa. Your core impact will be building data-led frameworks and leading a team to ensure every customer interaction reflects the quality our mission demands.

🎯 What You'll Do

• Define and enforce QA guidelines and audit programs
• Analyze quality metrics and identify performance gaps
• Partner with training teams to surface skill gaps
• Lead regular quality audits and calibration sessions
• Deliver weekly and monthly quality performance reports

📋 Requirements

• 5+ years in quality assurance, contact centre operations, or customer experience management
• Proven track record building and managing QA frameworks and scoring tools
• Experience with BPO governance and cross-functional stakeholder engagement
• People leadership experience developing high-performing QA teams

✨ Nice to Have

• Relevant qualification in business, operations, or communications
• Experience in financial services or telecom industry
• Familiarity with customer experience management software

🎁 Benefits & Perks

• 🌍 Direct influence on the customer experience of 7 million people
• 📈 Performance-driven culture rewarding rigour and ownership
• 🎓 Investment in development with scope to shape the QA function
• 💰 Competitive remuneration and benefits

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Final Interview· 60 min