M-KOPA Customer Service Jobs in Accra
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M-KOPA is looking for a Quality Analyst to join our Customer Care team, based in-country across our markets. And if you care about quality the way we think you do, here's why this role is worth your attention.
What makes this role different
Quality Analyst roles at most organisations sit at the edge of influence — they measure, they report, and they wait. At M-KOPA, this role sits at the intersection of operations, training, and BPO partnerships. You'll work across all three, translating evaluation findings into actions that actually change outcomes.
You'll conduct calibration sessions that align standards across a growing, multi-partner environment. You'll identify training gaps before they become performance trends. You'll support the certification of new hires — which means you're the last quality checkpoint before an agent touches a real customer for the first time. That's meaningful accountability, not administrative process.
And because we operate across voice and digital channels, your analytical lens will need to be versatile — you're not just listening to calls, you're reading transcripts, reviewing emails, and building a full picture of the customer experience across every touchpoint.
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What you bring
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Demonstrable experience in a customer care or customer service environment — you understand what good looks like from the inside, not just from a scorecard.
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Proven exposure to quality assurance, performance coaching, or monitoring — you can give feedback that lands, not just feedback that's documented.
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Strong analytical capability paired with the communication skills to translate data into conversations that change behaviour — numbers alone don't coach people.
What your weeks actually look like
You'll move between evaluation work and human work — scoring interactions in the morning, sitting in a calibration session in the afternoon, and spending time with a Team Leader working through a recurring failure pattern by end of week. You'll pull together quality reports that tell a story, not just a summary. You'll flag compliance risks before they escalate. You'll support new agents through OJT certification, knowing that your sign-off matters to their trajectory.
The role demands high attention to detail, but it's not a solitary one. You'll partner with Training, Operations, and BPO teams constantly — and your ability to influence without authority will matter as much as your analytical accuracy.
This role is for someone who takes quality personally. Not in a rigid way — in a principled one. Someone who understands that consistency and fairness in evaluation builds the credibility that makes feedback worth receiving.
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