Telesales Quality Assurance & Training Analyst
Hybrid role based in Nigeria
- Location
- Lagos, Nigeria
- Work mode
- Hybrid
- Employment type
- Full Time
Listed on M-KOPA careers (Ashby board) · checked 20 Oct 2026 · report a problem
Apply destination: Employer applicant tracking system (jobs.ashbyhq.com)
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- Application destination evidence
- jobs.ashbyhq.com is an applicant tracking system the employer controls.
- Countries the source names
- Nigeria
- Eligibility wording from the source
- Lagos, Nigeria. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
- Eligibility last checked
- 20 Oct 2026
- Published by the source
- 23 Sept 2026
- Last source check
- 20 Oct 2026
Application readiness
1 check deserves attention
Prioritised from the source, eligibility, freshness, description and pay evidence held for this role. This is not a fit score.
- Confirm eligibility for your countryLagos, Nigeria. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Check that your country of residence is included and review any exclusions or work-authorization requirements.Check source
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We are looking for a Telesales Quality Assurance & Training Analyst to join our Retention Team; as we scale up and drive digital and financial inclusion across our markets.
Role Overview
As Telesales QA & Training Analyst, you'll sit at the point where sales performance meets customer protection, listening to real conversations, spotting where agents need support, and helping build the training that closes those gaps.
About M-KOPA
M-KOPA has grown to 10 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa, extending over $2 billion in credit to people building better lives one asset at a time. 86% of our customers report improved satisfaction, and 55% are accessing formal financial services for the first time through us. Behind that scale sits a network of over 35,000 field agents and 2,300+ employees, all working toward one goal: helping Every Day Earners own more, faster.
This is an hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.
What makes this different
This isn't a quality-checklist job. Every evaluation you run and every coaching session you support feeds directly into whether an agent explains a payment plan correctly, whether a customer understands what they're signing up for, and whether M-KOPA keeps the trust that got us to 10 million customers. Your findings shape real training content, not just a compliance report nobody reads.
What You'll Do
- Conduct quality evaluations of Telesales inbound, outbound, and non-voice interactions, assessing adherence to sales processes, compliance requirements, and customer communication standards.
- Analyze customer interactions to identify recurring objections, sales barriers, and performance gaps, and prepare quality and training reports for the QA & Training Lead.
- Support the design and delivery of onboarding and refresher training, developing call guides and learning materials to close identified skill gaps.