JOB DETAILS:

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 Doing

• Listening 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 For

• A 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.