Retail Training and Quality Assurance Lead (Western Cape)

You know the difference between training that ticks a box and training that actually changes how someone works. You've seen what happens when a team gets genuinely upskilled — the customer interactions improve, the compliance scores move, the performance data tells a different story. And you've probably sat with frustrating quality audit results and thought: this is fixable, if we approach it differently. That instinct — the one that connects learning design to real operational outcomes — is exactly what M-KOPA is looking for. We're hiring a Retail Training and Quality Assurance Lead in South Africa to shape the capability and quality standards of our retail function — designing and delivering training for Stock Controllers and retail teams, leading quality audits across our operations, and using data to drive the kind of continuous improvement that shows up in customer experience and team performance alike. We've served more than 7 million customers across Africa, unlocking over $2 billion in credit. 55% of those customers are accessing formal financial services for the very first time. 86% report a meaningful improvement in their quality of life. We're growing toward 10 million — and our retail network is growing with us. As our footprint expands, the capability of the people inside it, and the quality of the experience they deliver, becomes more important than ever. This role is where that standard is set and sustained. Training and QA often sit in separate functions, and rarely talk to each other the way they should. In this role, they're unified — which means the insights from your quality audits directly inform your training design, and the effectiveness of your training is visible in your QA data. That closed loop is what makes this role genuinely powerful, and it's what separates it from a standard L&D or compliance function. On the training side, you'll design and deliver comprehensive learning experiences for Stock Controllers and retail teams — spanning product expertise, system proficiency, customer handling, and the soft skills that make the difference between a technically capable employee and an exceptional one. You'll use a blend of classroom facilitation and digital learning through M-KOPA Academy, our proprietary learning platform. You'll build assessment frameworks, conduct monthly evaluations, track progress, and analyse performance data to identify where competency gaps are opening up and close them with targeted interventions — before