Customer Care TrainerExperience Level: Mid Level | Posted Date: 2025-04-11
At M-KOPA, We Finance Progress.
Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. 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.
We’re looking for a Trainer in our Lagos office to join our Customer Care department with leadership, training experience and content development skills. The Customer Care department at M-KOPA is dedicated to giving our customers the best service experience they ever had at above industry-level SLAs. Your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products and processes in line with the company’s overall customer care strategic objectives.
This position will report to the Global Head of Customer Support and will be based in Lagos.
To achieve this, you’ll be expected to:
Manage the call center training operations: manage the call center day to day training operations which include prioritizing training responsibilities, scheduling trainers and scheduling training activities
Training content development: Develop high-quality training content that covers the key training areas which include product, system, process and soft skills training
The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
Management of the training calendar: Build and manage the monthly training calendar ensuring the key topics for training are covered by the end of the quarter.
Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems and soft skills.
Quiz development and administration: Develop and administer knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions and mystery shopping and schedule training sessions.
Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
Training process: Custodian of the end-to-end training process including updating of the same with any upcoming changes in-country.
Reporting: Prepare and present reports that show training progress, and trends and demonstrate training impact.
You Might Be A Good Fit If You…
Have a Bachelor’s degree in any field, although exceptions will be made for candidates who can show an exceptional track record in this area/ or equivalent experience/self-directed learning. We care much more about your skills than about how you acquired them!
Have a minimum of 3 years of professional experience in Customer Care.
Have a minimum of 2 years of professional experience as a Trainer
Computer literacy with a bias towards Excel and PowerPoint
Good understanding of call center operations and metrics
In-depth knowledge of the company’s products & processes
Able to assess training needs
Can communicate and articulate issues clearly
Creative thinker
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.
Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
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.