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Customer Care Trainer

M-KOPA Holdings Limited

Job Overview

Location

Lagos

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Care Trainer at M-KOPA, you will play a critical role in building the capability of in-house and BPO agent teams across multiple African markets, directly contributing to the company’s mission of driving digital and financial inclusion for underserved populations.
• Your day-to-day responsibilities include designing and facilitating training sessions for Customer Care Representatives on products, systems, processes, and customer handling; conducting training needs analysis using QA feedback and performance data; developing and maintaining up-to-date training materials, job aids, and facilitation guides; and managing monthly assessments and certification readiness.
• You will join M-KOPA, a pan-African fintech serving 7 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa, with over 2,300 employees and 35,000 field agents, dedicated to providing formal financial access to those who have never had it before.
• In this role, you will develop expertise in learning and development within a high-growth, operations-driven environment, gain exposure to cross-functional change management, and strengthen your ability to translate business initiatives into measurable improvements in agent performance and service quality.

🎯 Requirements

• Minimum 2 years' experience training call centre or customer support agents
• Solid understanding of contact centre KPIs, QA practices, and service workflows
• Bachelor's degree in Education, Training & Development, Human Resources, or a related field
• Proficiency in CRM tools and Microsoft Office Suite
• Demonstrated ability to develop practical training content, assessments, job aids, and facilitate individual and group coaching

🏖️ Benefits

• Access to diverse development programs and coaching partnerships
• Family-friendly policies and prioritization of employee well-being
• Opportunity to work in a hybrid role with flexibility across global teams
• Being part of a recognized fast-growing African fintech (FT 1000, TIME100 Most Influential Companies)
• Equal opportunity employer committed to diversity, inclusion, and fair hiring practices

Skills & Technologies

Hybrid

Degree Required

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M-KOPA Holdings Limited

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About M-KOPA Holdings Limited

M-KOPA Holdings Limited provides asset-financing and digital financial services across Africa, enabling underbanked customers to acquire smartphones, solar home systems, and productive-use assets through flexible pay-as-you-go installments. The company combines IoT-enabled hardware, mobile payments, and proprietary credit algorithms to offer affordable, unsecured loans while building credit histories for millions. Founded in 2011 and headquartered in Nairobi, Kenya, M-KOPA operates in Kenya, Uganda, Nigeria, Ghana, and South Africa, serving over 3 million customers and disbursing more than $1 billion in cumulative credit.

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