Retail Training and Quality Assurance Lead

Responsibilities

• Design and deliver comprehensive learning experiences for Stock Controllers and retail teams covering product expertise, systems, and soft skills
• Utilize M-KOPA Academy proprietary learning platform for classroom and digital facilitation
• Build assessment frameworks and conduct monthly evaluations to track competency progress
• Conduct strategic quality audits across retail operations to evaluate service standards and compliance
• Monitor Freshdesk platform usage and produce actionable audit reports
• Execute mystery shopping evaluations to assess the customer journey
• Analyze retail performance metrics and training effectiveness to drive continuous improvement
• Oversee adherence to industry regulations, company policies, and financial services requirements

Requirements

• Demonstrable experience in training or quality assurance within retail or customer service environments
• Proven track record in designing learning programs and building assessment frameworks
• Proficiency in CRM systems, Learning Management Systems (LMS), and Microsoft Office Suite
• Strong analytical capability to interpret performance data and translate insights into training solutions
• Excellent facilitation, communication, and coaching skills

About the Company

M-KOPA has served more than 7 million customers across Africa, unlocking over $2 billion in credit. We are a fast-growing fintech company recognized by the Financial Times and TIME100, dedicated to providing formal financial services to the unbanked.