Telesales Quality Analyst

We are looking for a Telesales Quality Analyst to join our Customer Retention group, as we scale up and drive digital and financial inclusion across our markets.In this role, you’ll be at the heart of helping the department hit its targets by monitoring calls, providing insights, and ensuring we’re following the right processes and policies across all our sales channels. Your main tool? A scoring sheet that helps keep everything on track.What You’ll Be DoingListening in on calls and analyzing them to make sure our Telesales Reps are delivering great customer experiences and following company standards.Using our sales-focused scoring sheet to evaluate call quality and compliance.Sharing regular reports on performance with the Telesales leadership team and coming up with creative ways to boost conversions, efficiency, and service quality.Helping management ensure our quality assurance processes are strong and consistently followed.Reviewing and updating quality and compliance processes as the business evolves.Keeping an eye on what’s happening across the industry and benchmarking best practices from other contact centers to keep us ahead of the curve.Highlighting training needs and sharing detailed reports with Trainers and Managers.Partnering with team leaders and reps for coaching and feedback sessions.Taking on other tasks as assigned by your manager — flexibility is key!What We’re Looking ForA diploma in any relevant field.At least 2–3 years’ hands-on experience as a Telesales Representative — you’ve walked the talk.Someone who’s sales-driven, customer-focused, and pays attention to detail.Excellent writing and communication skills.A good understanding of M-KOPA’s business (or a willingness to learn fast!).Comfortable working with data and using it to inform decisions.Self-motivated with a strong sense of ownership and professionalism.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 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.Important NoticeM-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.

Apply Now