Retail Training and Quality Assurance Officer at M-KOPA

M-KOPA is a mission-driven fintech company transforming lives across Africa by providing access to smartphones, digital loans, and essential services. Our work directly impacts over 23 million lives, enabling families to access education, grow businesses, and build financial resilience. As a carbon-negative company that has displaced over 2 million tonnes of carbon emissions, we're committed to creating sustainable impact.

The Role

Are you passionate about developing people and driving operational excellence? Join our dynamic retail team as a Retail Training & Quality Assurance Officer, where you'll play a pivotal role in empowering our frontline teams and elevating customer experiences across our retail network.

This unique dual-purpose position combines the best of both worlds: people development through impactful training and operational excellence through quality assurance. You'll be the catalyst for growth, ensuring our teams have the skills they need while maintaining the highest standards of service delivery.

What You Will Do

Empower Through Training (50% of your impact)

Lead Engaging Training Programs (20%)

• Design and deliver dynamic training sessions for Stock Controllers, Customer Care Executives, and Warehouse Officers.
• Utilize multiple platforms including classroom sessions, online modules, and our innovative M-KOPA Academy.
• Cover everything from product knowledge and system processes to essential soft skills and customer handling techniques.

Identify Growth Opportunities (15%)

• Analyze performance trends and customer interaction data to spot skill gaps.
• Develop targeted training interventions that directly address team needs.
• Transform challenges into learning opportunities that drive measurable improvement.

Drive Assessment Excellence (15%)

• Create comprehensive monthly assessments that reinforce learning.
• Ensure 100% participation across all retail teams within specified timelines.
• Manage retake processes to guarantee mastery of essential skills.

Ensure Quality Excellence (45% of your impact)

Conduct Strategic Quality Audits (20%)

• Perform thorough evaluations of Freshdesk tickets across our retail service centers.
• Assess adherence to standard operating procedures, brand guidelines, and compliance requirements.
• Deliver actionable insights through comprehensive audit reports.

Generate Powerful Analytics (10%)

• Transform data into compelling stories through weekly, monthly, and quarterly reports.
• Maintain critical tracking systems including Retail Training Trackers and Quality Audit Reports.
• Present findings to stakeholders in ways that drive decision-making.

Champion Compliance (5%)

• Ensure retail locations meet industry regulations and company policies.
• Verify adherence to financial services requirements and data protection standards.
• Maintain documentation excellence across all audit activities.

Drive Innovation (5% of your impact)

• Contribute to content development for new products and process improvements.
• Conduct mystery shopping exercises to experience our service from the customer's perspective.

What You'll Bring

• Bachelor's degree in any relevant field.
• Minimum 2 years in retail or customer service environments.
• Proficiency in Microsoft Office Suite and CRM systems.
• Experience with Learning Management Systems.
• Strong understanding of quality assurance methodologies.
• Knowledge of retail operations and service center dynamics.

Your Superpowers

• Communication Excellence: Outstanding verbal and written communication with strong presentation skills.
• Analytical Mindset: Natural problem-solver who turns data into actionable insights.
• People Development: Proven coaching and mentoring abilities.
• Detail Orientation: Meticulous attention to quality and compliance.
• Collaboration: Team player who thrives in cross-functional environments.

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