M-KOPA

QA Engineer

• Conduct quality evaluations of telesales inbound, outbound, and non-voice interactions
• Assess adherence to sales processes, compliance requirements, and customer communication standards
• Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps
• Prepare quality and training reports for the QA & Training Lead
• Support the design and delivery of onboarding and refresher training
• Develop call guides and learning materials to address identified skill gaps
• Deliver structured coaching and feedback to agents based on QA findings
• Support the QA & Training Lead in monitoring resulting action plans
• Perform other tasks assigned by the hiring manager

Telesales Quality Assurance & Training Analyst

People Operations

• Partner with the CTO and leadership team across Engineering, Data, Analytics, IT and Security
• Align people strategy with roadmap execution and organisational evolution
• Own people partnering across the full Technology and Product organisation
• Lead workforce planning, levelling, org design and team transformation
• Coach, develop and direct a Senior People Partner
• Use people analytics to inform decisions on capability, attrition and cost
• Drive performance, engagement and team effectiveness in distributed, asynchronous, multi-country teams
• Own senior and sensitive employee relations cases
• Report to the People Director
• Shape the people strategy supporting M-KOPA's financial inclusion mission

Lead People Partner – Technology

Telesales

• Support telesales agents through account creation, device unlocking, and completion of compliance and documentation before handover
• Coordinate delivery requests with DSRs and shop teams
• Resolve delayed or failed deliveries
• Monitor stock levels across shops and escalate shortages before they disrupt sales
• Keep CRM and internal systems updated with accurate fulfilment and delivery status
• Perform other tasks as assigned by the Telesales Team Leader
• Report to the Telesales Team Lead and connect sales agents, shop teams, and delivery partners to ensure closed sales are fulfilled

Telesales Quality Assurance & Training Analyst

Lead People Partner – Technology

Telesales Operations Associate