The scale and impact of our work is massive. 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.

The job holder will be required to evaluate the quality of agent interactions with M-KOPA customers through the various touch points (inbound and outbound) and provide reports and remedial actions to address any gaps.

Key job functions

• • Evaluate M-KOPA agent interactions with the customer via the various customer touch points and implement International best practices to meet and surpass internal business and customer expectations
  • Compile evaluation reports in relation to Call Centre agents performance on call and other touch points in line with the set compliance and performance practices
  • Provide Customer Agent Satisfaction feedback to the business for further action in improving the scores
  • Conduct coaching sessions for Call Centre agents and provide scored data to the team leaders
  • Assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements
  • Assess Call Centre agents’ knowledge and skills against the current existing products, system and processes
  • Conduct ad-hoc job-related audits
  • Carry out deep dives to determine reasons for noted gaps as requested
  • Provide various monthly & weekly reports on training and quality related metrics

Incumbent Requirement

• • 3 years’ experience in the call center industry
  • Bachelor’s Degree in any field ( Social Sciences is preferred )
  • 1 year and above experience in a customer service leadership capacity competency
  • Demonstrates strong leadership style and work ethic.
  • Excellent communication and listening skills.
  • Ability to mentor and guide.
  • Display high integrity and honesty.
  • Demonstrate technical and professional expertise.