M-KOPA has grown into one of the most innovative and impactful companies across Africa, providing affordable, life-changing products and services through a pioneering pay-as-you-go model. With a mission to make essential goods and financial services accessible to everyone, M-KOPA has built a strong reputation for empowering communities and creating opportunities. To continue driving excellence, we’re hiring a dedicated Retail Training and Quality Assurance Lead who will play a vital role in shaping how our teams perform and ensuring that customer experience remains at the highest standard.
Why This Role Matters
As M-KOPA continues to expand its retail footprint, the need for effective training and strict quality assurance becomes more critical. The Retail Training and Quality Assurance Lead is at the heart of this transformation. This role ensures that every team member, from sales agents to retail support staff, receives the knowledge, skills, and motivation they need to succeed. At the same time, it guarantees that the company maintains consistent standards of service, compliance, and operational excellence.
In a fast-paced and highly competitive environment, the right training and quality checks are what keep M-KOPA ahead of the curve. By taking on this role, you won’t just be building skills—you’ll be building futures.
Key Responsibilities
As the Retail Training and Quality Assurance Lead, you will be entrusted with responsibilities that touch nearly every part of the retail operations. These include:
- Designing Training Programs: Develop, implement, and refine training modules tailored for different roles within the retail network. These will cover sales techniques, product knowledge, compliance, and customer service excellence.
- Facilitating Learning Sessions: Lead engaging workshops, onboarding sessions, and continuous learning initiatives for staff across multiple regions.
- Monitoring and Evaluation: Establish clear performance indicators to assess the effectiveness of training programs and make adjustments where necessary.
- Quality Assurance Oversight: Conduct regular audits and assessments to ensure that service delivery, retail standards, and compliance measures are consistently met.
- Coaching and Mentorship: Provide one-on-one coaching to underperforming staff while recognizing and nurturing high performers.
- Collaboration: Work closely with retail managers, HR, and senior leadership to align training and quality objectives with overall business goals.
Skills and Experience Required
To succeed as the Retail Training and Quality Assurance Lead, candidates should bring a strong mix of technical expertise and people skills. The ideal candidate will have:
- Proven experience in retail training, coaching, or quality assurance within a large or fast-growing organization.
- Excellent communication and presentation skills to effectively deliver training content.
- Strong analytical skills to measure performance and identify gaps.
- The ability to lead with empathy, motivate diverse teams, and handle challenges with resilience.
- A background in the financial services, retail, or telecommunications sectors will be an added advantage.
Why Join M-KOPA?
At M-KOPA, you are not just taking a job—you are joining a movement that is changing lives every day. Our team thrives on innovation, teamwork, and impact. We believe in investing in our employees, and this role is a unique opportunity to grow within a company that values your contributions.
You’ll have the chance to work in an environment where your ideas are heard, where learning never stops, and where your efforts directly contribute to making life more affordable and accessible for millions of people.
We’re Hiring—Apply Today
If you’re passionate about training, committed to quality, and eager to make a difference in a dynamic, mission-driven company, this is your chance. At M-KOPA, we’re hiring individuals who are not only skilled but also motivated by purpose.
Take the next step in your career and join a team that is redefining how people access essential products and financial services across Africa. Apply now for the Retail Training and Quality Assurance Lead position and become part of the M-KOPA success story.
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