Senior Quality Analyst & Customer Care Trainer at M-KOPA Nigeria

The scale and impact of our work is massive. 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 customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Senior Quality Analyst & Customer Care Trainer

Location: Lagos
Job type: Full time
Department: Customer – Customer Service

About the Job

We are looking for someone who will be responsible for ensuring all customer interactions in the M-KOPA call center are handled as per the standard operating procedures.
The role holder will conduct quality checks at all customer touchpoints with M-KOPA through random sampling of calls, chats, e-mails, etc., and will identify customer care training needs, develop, and implement training programs from the gaps identified.

Responsibilities
Quality Analyst:

Monitor and analyze customer care interactions (Calls, emails, chats, etc.) to ensure CCR interactions are as per company call handling standards.
Periodically report on the center’s quality performance to the customer care management and creatively suggest ways of improving operational efficiency and the quality-of-service delivery across all customer relationship management.
To support management by ensuring that quality assurance processes are followed so that service quality is not compromised.
Design quality and compliance processes as and when there is a business need.
Benchmark the practices of various firms with the contact centre to identify what other quality-assurance teams are doing to improve customer relations.
Evaluate M-KOPA agent interactions with the customer via the various customer touch points and implement global best practices to meet and surpass internal business and customer expectations.
Compile evaluation reports in relation to Call Centre agents’ performance on call and other touch points in line with the set compliance and performance practices.
Provide Customer Agent Satisfaction feedback to the business for further action in improving the scores.
Assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements.
Conduct ad-hoc job-related audits.
Carry out deep dives to determine reasons for noted gaps as requested.
Provide weekly reports on RCA (Repeat Call Analysis) to determine if the repeat call behavior were CCR specific.

Trainer:

Identify training and development needs in collaboration with the team leaders and Customer Care manager.
Design and implement training programs for the call center including a monthly training calendar and schedule training as per the calendar.
Monitor and review the progress of the trainees through the monthly quizzes and review questionnaires.
Address specific training gaps during one on ones or group sessions and develop training tools to progress the overall training experience and to keep up with the current training trends.
Review customer journeys, and process flows, identify lapses & gaps resulting in the delay, and escalate issues of concern to the appropriate unit for immediate action.
Provide Customer Agent Satisfaction feedback to the business for further action towards improving overall agent interactions with M-KOPA customers.
Provide scored data and reports to team managers for their coaching sessions and feedback to low-performing CCRs.
Design and implement training programs for the Call Centre in line with new products, process changes, systems, soft skills, or refresher training requirements.
Update the monthly training calendar and schedule training as per the monthly plan.
Monitor and review the progress of the Call Centre agents through monthly quizzes and review quiz performance and related gaps.
Update the Knowledge Base with up-to-date training and troubleshooting information
Send out communication to the Call Centre pertaining to new products, processes, systems, or troubleshooting step changes.
Provide various monthly & weekly reports on training-related metrics.
Create educational videos to assist CCRs to resolve issues faster
Track the entire progress of the training and quality assurance team.