Evaluate agent performance against quality standards, KPIs, and compliance requirements
Review ride disputes, cancellations, safety incidents, and escalated customer issues
Monitor adherence to scripts, processes, and company policies
Perform calibration sessions with team leads to ensure consistency in scoring
Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
Generate detailed quality scorecards and performance reports for agents and team leaders
Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
Provide data-driven insights and recommendations for process improvements
Deliver constructive feedback to agents through one-on-one coaching sessions
Identify skill gaps and develop training materials based on quality findings
Partner with operations teams to refine quality frameworks and evaluation criteria
Support root cause analysis for recurring quality issues
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This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.
EXPERTISE
Minimum 2 years of experience in quality assurance within a contact center environment
Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
Background in customer service operations or agent coaching is a plus
Strong analytical skills with the ability to translate data into actionable insights
Excellent communication skills — both written and verbal
A collaborative approach with the ability to give and receive feedback constructively
If the above is of interest to you, please apply.
WHY M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com.
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Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
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Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. 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.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.
