Job Vacancy at M-KOPA – Customer Care Trainer and Quality Analyst
At M-KOPA, We Finance Progress.
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
To identify the customer care training needs, develop and implement training programs, conduct quality checks at all customer touchpoints with M-KOPA through random sampling of calls, chats, e-mails etc. to ensure that the call centre operations are being carried out in a manner that meets customer expectations and overall contact centre requirements.
Key Job Functions
-
- Identify training and development needs, design and implement training programs for the call center including a monthly training calendar and schedule training as per the calendar
- Monitor and review the progress of the trainees through the monthly quizzes and review questionnaires
- Assist solve specific training gaps in one on ones or group sessions and implement training tools to progress the overall training experience and to keep up with the current training trends
- Review customer journeys, process flows, where TAT is extended, to identify lapses & gaps resulting in the delay and escalate issues of concern to the appropriate unit for immediate action
- To audit all M-KOPA customer interactions points with CCR’s against set Industry Regulatory and Legislative compliance requirements and benchmarks
- To compile quality reports in relation to the above-mentioned compliance and performance practices
- Set up calibration sessions with BPO to minimize errors in scoring and track operative performance
- To provide Customer Agent Satisfaction feedback to the business for further action towards improving overall agent interactions with M-KOPA customers
- To provide scored data and reports to team managers for their coaching sessions and feedback to low performing CCRs
- To assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements
- To conduct ad-hoc job-related audits as requested by various stakeholders
Experience
- 2 years and above experience in a call center, training, and process improvement role
- Experience managing multiple customer interaction channels (voice and non-voice)
- People and stakeholder management experience
Skills & Competencies
- A good understanding of call center operations and processes
- Good communication and interpersonal skills
- Initiative and ability to come up with new ideas
- Good time-keeping skills
- Organization and planning skills
- Excellent writing and presentation skills
Education Required
- Bachelor’s Degree in any related field
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 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.
How to Apply
Qualified and interested individuals should click on the button below to apply.
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