Retail Training Specialist & Quality Analyst

About M-KOPA

M-KOPA is a pioneering fintech company on a mission to transform lives across Africa through innovative financial solutions. We provide access to smartphones, digital loans, and essential services that empower over 23 million people to build better futures. Our impact extends beyond financial inclusion – we're a carbon-negative organization that has displaced over 2 million tonnes of carbon emissions while helping families access education, grow businesses, and develop financial resilience.

The Opportunity

We're seeking a dynamic Retail Training Specialist & Quality Analyst to join our growing retail team. This dual-focused role offers the perfect blend of people development and operational excellence, where you'll empower frontline teams while ensuring exceptional customer experiences across our retail network.

You'll be the driving force behind team growth and service excellence, combining strategic training delivery with comprehensive quality assurance to elevate our retail operations to new heights.

Key Responsibilities

Training & Development Leadership (50%)

Program Design & Delivery (20%)

• Create and facilitate engaging training programs for Stock Controllers, Customer Care Executives, and Warehouse Officers

• Leverage diverse learning platforms including classroom training, online modules, and our M-KOPA Academy

• Develop comprehensive curricula covering product knowledge, system processes, soft skills, and customer service excellence

Performance Analysis & Intervention (15%)

• Analyze team performance data and customer interaction metrics to identify skill gaps

• Design targeted training solutions that address specific team needs and challenges

• Transform operational challenges into strategic learning opportunities with measurable outcomes

Assessment & Evaluation (15%)

• Develop and implement monthly assessment programs to reinforce learning objectives

• Ensure 100% team participation within established timelines

• Manage remedial training and retake processes to guarantee skill mastery.

Quality Assurance Excellence (45%)

Strategic Quality Auditing (20%)

• Conduct comprehensive evaluations of customer service tickets across retail locations

• Assess compliance with standard operating procedures, brand standards, and regulatory requirements

• Generate detailed audit reports with actionable recommendations for improvement

Data Analytics & Reporting (10%)

• Create compelling data narratives through weekly, monthly, and quarterly performance reports

• Maintain critical tracking systems including training databases and quality audit documentation

• Present insights to stakeholders to inform strategic decision-making

Compliance Management (15%)

• Ensure all retail locations meet industry regulations and internal policies

• Verify adherence to financial services compliance and data protection standards

• Maintain comprehensive documentation for all audit and compliance activities.

Innovation & Continuous Improvement (5%)

• Collaborate on content development for new products and process enhancements

• Conduct mystery shopping initiatives to evaluate customer experience from ground level

• Identify opportunities for operational improvements and service innovation

What We're Looking For

Essential Qualifications

• Bachelor's degree in business, Operations, Training & Development, or related field

• Minimum 2 years of experience in retail operations or customer service environments

• Proficiency in Microsoft Office Suite, CRM systems, and Learning Management Systems

• Solid understanding of quality assurance frameworks and methodologies

• Knowledge of retail operations and service centre management

Core Competencies

• Communication Mastery: Exceptional verbal and written communication skills with proven presentation abilities

• Analytical Excellence: Strong problem-solving skills with ability to transform data into actionable business insights

• People Development: Demonstrated experience in coaching, mentoring, and team development

• Quality Focus: Meticulous attention to detail with commitment to compliance and excellence

• Collaborative Spirit: Natural team player who excels in cross-functional environments

• Adaptability: Thrives in fast-paced, dynamic environments with changing priorities

Why This Role Matters

As our Retail Training & Quality Assurance Officer, you'll be positioned at the critical intersection of human capital development and operational excellence. Your work will have direct, measurable impact on customer satisfaction, team performance, and business growth. Every training session you design and every quality audit you conduct contributes to M-KOPA's mission of transforming lives across Africa.

This role offers unique opportunities for professional growth, meaningful impact, and the satisfaction of seeing tangible results from your efforts in improved team capabilities and enhanced customer experiences.

Ready to Make an Impact?

Join us in building a future where financial inclusion drives positive change across Africa. Be part of a team that's not just growing a business but transforming communities and creating sustainable impact for millions of people.

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.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

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.