Retail Training Specialist & Quality Analyst

Join our dynamic Retail Operations team! We're actively recruiting a Retail Training Specialist & Quality Analyst as we continue to elevate our retail network across Africa. You'll be the catalyst for team excellence, designing transformative training programs and ensuring exceptional customer experiences that power our mission of financial inclusion.

The Impact 🌍

Your training and quality initiatives will directly influence the capabilities, confidence, and customer interactions of thousands of frontline team members across our retail network. We've empowered over 23 million people to access digital services and financial solutions. Through your training programs, quality audits, and performance interventions, you'll unlock the potential of our Stock Controllers, Customer Care Executives, and Warehouse Officers—turning operational challenges into opportunities for excellence that drive meaningful impact across our business.

The Opportunity

🎯 Mission-driven excellence: Your work will directly support financial inclusion by ensuring frontline teams deliver exceptional service to millions of customers

🏆 Global recognition: Join a carbon-negative company named by TIME 100 as one of the world's most influential and by the Financial Times as Africa's fastest-growing for 4 consecutive years (2022-2025)

🚀 Scale challenges: Develop and implement training and quality frameworks across our expanding retail network serving millions of customers

🌱 Environmental impact: We're carbon-negative, having displaced over 2 million tonnes of emissions while building financial resilience for families across Africa

What You'll Do

At M-KOPA, you'll execute end-to-end training delivery and quality assurance that transforms retail operations and empowers team success. You'll own training programs from design to delivery, and quality audits from execution to insight presentation. Join us in combining rigorous performance management with purpose-driven team development that makes financial inclusion real for millions of customers.

50% of your time will be spent on Training & Development Leadership:

• Design and facilitate engaging training programs via classroom, online modules, and our M-KOPA Academy covering product knowledge, system processes, soft skills, and customer service excellence

• Conduct performance analysis using team data and customer interaction metrics to identify skill gaps and learning needs

• Develop targeted training solutions that address specific team challenges and translate operational issues into strategic learning opportunities

• Develop and implement monthly assessment programs, manage remedial training, and ensure 100% team participation and skill mastery

45% of your time will focus on Quality Assurance Excellence:

• Conduct comprehensive evaluations of customer service tickets across retail locations, assessing compliance with standard operating procedures, brand standards, and regulatory requirements

• Create compelling data narratives through weekly, monthly, and quarterly performance reports that translate audit findings into actionable insights

• Ensure all retail locations meet industry regulations and internal policies, verifying adherence to financial services compliance and data protection standards

• Conduct mystery shopping initiatives and observational studies to evaluate customer experience from the ground level and identify service improvement opportunities

Our Approach 🔍

Our Retail Training & Quality team operates with these core principles:

Performance-centric inquiry: We start every training need by deeply understanding our teams' challenges, capabilities, and aspirations—recognizing that frontline excellence requires tailored, contextual solutions

Evidence-based improvement: Our training and quality insights directly inform operational strategy and team development across all M-KOPA retail locations, giving you real impact on service quality and business performance

End-to-end ownership: From training design to quality audit delivery, you'll own your projects and see your work translate into tangible improvements in team capabilities and customer satisfaction

Cross-functional collaboration: We work closely with operations, compliance, product, and regional teams to ensure training and quality standards drive consistent excellence across all locations

Field-first mindset: We believe the best insights come from spending time with our teams and customers—through direct observation, authentic conversation, and real-world performance evaluation

What You Need

You'll design engaging training programs, conduct rigorous quality audits, and translate performance data into insights that enhance team capabilities and customer experiences. We're looking for someone who combines strong instructional and analytical skills with genuine passion for developing people and driving operational excellence.

Required Experience:

✅ Proven hands-on experience designing, facilitating, and delivering training programs for diverse audiences. You can independently develop curricula, conduct classroom and online training, and assess learning outcomes.

✅ Demonstrated experience conducting quality audits, analyzing performance data, and creating reports using audit platforms, Excel, PowerPoint, and CRM systems to identify trends and communicate findings clearly.

✅ Ability to conduct field observations, facilitate focus groups with staff and customers, and gather authentic feedback to inform training and process improvements.

✅ Minimum 2 years of experience in retail operations, customer service environments, or team development with solid understanding of quality assurance frameworks and service centre management.

Core Competencies:

• Communication Mastery: Exceptional verbal and written communication skills with proven ability to present findings and recommendations to diverse audiences

• Analytical Excellence: Strong problem-solving skills with ability to transform performance data and operational challenges into actionable training solutions

• People Development: Demonstrated passion for coaching, mentoring, and unlocking the potential of team members through strategic training and feedback

• Quality Focus: Meticulous attention to detail with unwavering commitment to compliance, accuracy, and excellence in all deliverables

• Collaborative Spirit: Natural team player who excels in cross-functional environments and builds strong relationships across operations

• Adaptability: Thrives in fast-paced, dynamic environments with shifting priorities and scaling challenges

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.

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.