Customer Care Quality Analyst at M-KOPA

📋 Description

• Evaluate customer interactions to spot quality issues
• Calibrate standards across multiple partner teams
• Translate evaluation insights into coaching and training
• Drive process improvements across operations
• Support onboarding and certification of new agents

🎯 Requirements

• Demonstrable experience in customer care environment
• Proven QA, coaching, or monitoring experience
• Strong analytical ability to translate data into actions
• Ability to influence Training, Operations and BPO teams
• Experience evaluating voice and digital channels (calls, emails, transcripts)

🎁 Benefits

• Diverse development programs and coaching partnerships
• On-the-job training and career development
• Family-friendly policies and flexible work arrangements
• Inclusive, equal-opportunity workplace