电话销售质量保证与培训分析师
Telesales Quality Assurance & Training Analyst
我们正在寻找一名远程销售质量保证与培训分析师加入我们的留存团队；随着我们在各市场扩大规模并推动数字化和金融包容性。
职位概述
作为远程销售质量保证与培训分析师，你将处于销售业绩与客户保护的交汇点，聆听真实对话，发现代理需要支持的地方，并帮助制定弥补这些差距的培训内容。
关于M-KOPA
M-KOPA已在肯尼亚、乌干达、尼日利亚、加纳和南非发展到1000万客户，为人们逐步改善生活提供了超过20亿美元的信用。86%的客户表示满意度提高，55%的客户通过我们首次接触到正规金融服务。在这一规模背后，是一个由35000多名现场代理和2300多名员工组成的网络，他们都在朝着一个目标努力：帮助每日劳动者更快地拥有更多资产。
这是一个混合岗位，你将在尼日利亚的办公室工作，与来自英国、欧洲和非洲不同市场和地点的多样化员工合作。
与众不同之处
这不是一份单纯的质检清单工作。你进行的每一次评估和每一次辅导都会直接影响代理是否能正确解释付款计划，客户是否理解他们所签署的内容，以及M-KOPA能否保持获得1000万客户的信任。你的发现将塑造真实的培训内容，而不仅仅是一份没人看的合规报告。
你将负责
· 对远程销售的来电、外拨和非语音互动进行质量评估，评估对销售流程、合规要求和客户沟通标准的遵守情况。
· 分析客户互动，识别常见的异议、销售障碍和绩效差距，并为质量保证与培训主管准备质量与培训报告。
· 支持入职和复习培训的设计与实施，开发电话指南和学习材料以弥补已识别的技能差距。
· 根据质量保证结果向代理提供结构化辅导和反馈，并协助质量保证与培训主管监控后续行动计划。
· 其他由招聘经理指派的任务。
你需要具备
· 商业管理、市场营销、传播或相关领域的学士学位。
· 在质量保证、培训、辅导、远程销售或客服运营方面有2年以上的实际经验。
· 熟练使用Python、React、Kubernetes、Stripe等工具者优先。
查看英文原文
We are looking for a Telesales Quality Assurance & Training Analyst to join our Retention Team; as we scale up and drive digital and financial inclusion across our markets.
Role Overview
As Telesales QA & Training Analyst, you'll sit at the point where sales performance meets customer protection, listening to real conversations, spotting where agents need support, and helping build the training that closes those gaps.
About M-KOPA
M-KOPA has grown to 10 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa, extending over $2 billion in credit to people building better lives one asset at a time. 86% of our customers report improved satisfaction, and 55% are accessing formal financial services for the first time through us. Behind that scale sits a network of over 35,000 field agents and 2,300+ employees, all working toward one goal: helping Every Day Earners own more, faster.
This is an hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.
What makes this different
This isn't a quality-checklist job. Every evaluation you run and every coaching session you support feeds directly into whether an agent explains a payment plan correctly, whether a customer understands what they're signing up for, and whether M-KOPA keeps the trust that got us to 10 million customers. Your findings shape real training content, not just a compliance report nobody reads.
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.
- 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.
The honest part
This role means spending real time in the detail: listening back through calls, spotting patterns others miss, and having direct, sometimes difficult feedback conversations with agents. If you'd rather sit above the data than in it, this isn't the seat for you.
Ready to help us get the small moments right, at scale? Let's talk.
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 .
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
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 explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
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 qualifications, employment dates and employer references.
Originally posted on Himalayas