We are looking for a Customer Care Trainer to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.

Job Purpose

As a Customer Care Trainer, your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products, and processes in line with the company’s overall customer care strategic objectives.

Key Responsibilities

• Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities.

• Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training.

• The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.

• Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter.

• Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills.

• Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.

• Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions.

• Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.

• Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country.

• Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.

This is a hybrid role reporting to the Customer Care Training Manager.

Expertise

• Bachelor’s degree in any field or equivalent experience

• Have a minimum of 3 years of professional experience in Customer Care

• Have a minimum of 2 years of professional experience as a Trainer

• Computer literacy with a bias towards Excel and PowerPoint

• Good understanding of call center operations and metrics

• Knowledge of the company’s products & processes

• Able to assess training needs

• Can communicate and articulate issues clearly

• Creative thinker

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 thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 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.