Retail Training and Quality Assurance Lead

Responsibilities

• Design and deliver comprehensive learning experiences for Stock Controllers and retail teams
• Use classroom facilitation and digital learning via M-KOPA Academy
• Build assessment frameworks and conduct monthly evaluations
• Conduct strategic quality audits across retail operations and processes
• Evaluate adherence to service standards, compliance, and brand excellence
• Perform mystery shopping evaluations to assess the customer journey
• Analyze retail performance metrics and training effectiveness
• Monitor data protection standards and documentation practices
• Oversee adherence to industry regulations and financial services requirements

Requirements

• Demonstrable experience in training or quality assurance within retail or customer service
• Proven track record in designing learning programs and building assessment frameworks
• Proficiency in CRM systems and Learning Management Systems (LMS)
• Proficiency in Microsoft Office Suite
• Strong analytical capability to interpret performance and quality data
• Strong 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. Recognized by the Financial Times as one of Africa's fastest-growing companies, M-KOPA provides formal financial services to the unbanked, helping to improve the quality of life for millions.