Telesales Quality Assurance & Training Analyst

Telesales Quality Assurance & Training Analyst

M-KOPA is a fast-growing FinTech 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 cus...

Telesales Quality Assurance & Training Analyst

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 2 years
• Location Lagos
• Job Field Sales and Business Development

What You'll Do

• Conduct quality evaluations of Telesales inbound, outbound, and non-voice interactions, assessing adherence to sales processes, compliance requirements, and customer communication standards.

• Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps, and prepare quality and training reports for the QA & Training Lead.

• Support the design and delivery of onboarding and refresher training, developing call guides and learning materials to close identified skill gaps.

• Deliver structured coaching and feedback to agents based on QA findings, and support the QA & Training Lead in monitoring resulting action plans.

• Any other tasks as assigned by the hiring manager.

• What You'll Need

• A Bachelor's Degree in Business Administration, Marketing, Communications, or a related field with demonstrated 2 years of experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations.

• Proven experience in call quality monitoring and performance analysis, with proficiency in CRM systems and data-informed decision-making.