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M
Customer Care Quality Analyst
M-KOPA
Posted 4 months agoAccra, Ghana
Location
Accra, Ghana
Job Type
Full-time
Experience
Mid-Level
Category
Customer Service
Job Description
M-KOPA is looking for a
Customer
Care
Quality
Analyst to join their
Customer
Care team in
Ghana.
This role sits at the intersection of operations, training, and BPO partnerships.
You will conduct quality evaluations across voice and digital channels, identify training gaps before they become performance trends, and support the certification of new agents.
You will translate evaluation findings into actions that change outcomes — working across calibration sessions, compliance reviews, and quality reporting.
This is not a role that collects analysis and files it — your insights drive real change.
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Requirements
- Experience in a quality assurance or quality analyst role in a customer care or contact centre environment
- High attention to detail and ability to spot patterns across large volumes of interactions
- Strong analytical skills with ability to translate quality data into actionable insights
- Ability to influence without authority across operations, training, and BPO partners
- Experience across voice and digital channels (calls, emails, chat, transcripts)
- Excellent written and verbal communication skills
- Familiarity with quality scorecards and calibration processes
Responsibilities
- Conduct quality evaluations across voice and digital channels including calls, transcripts, emails, and chat
- Conduct calibration sessions that align quality standards across a growing multi-partner environment
- Identify training gaps before they become performance trends and escalate to Training teams
- Support the certification and OJT sign-off for new customer care agents
- Prepare quality reports that tell a story, highlighting patterns, trends, and compliance risks
- Flag compliance risks before they escalate
- Partner with Training, Operations, and BPO teams to drive quality improvements
- Work with Team Leaders on recurring failure patterns and corrective actions
Benefits
- Role with real influence at the intersection of operations, training, and BPO partnerships
- Work at one of Africa's fastest growing companies (Financial Times 2022–2025)
- TIME100 Most Influential Companies 2023 and 2024
- Career development programs and coaching partnerships
- Purpose-driven work advancing financial inclusion across Africa
How to Apply
Apply through the M-KOPA careers portal.
