We’re on a deliberate path from 7 million to 10 million customers, and our Customer Care function is scaling in step. With that growth comes complexity — more agents, more channels, more BPO partners, more markets. The infrastructure we build now to maintain quality consistency across all of it will define the customer experience for the next phase of growth.
This isn’t a role where you’ll spend your days rubber-stamping evaluations. It’s a role where sharp quality thinking will feed directly into coaching design, training priorities, operational decisions, and process improvements. The insights you surface will move through the business. If you’ve been somewhere that collects your analysis and files it — this is different.
What makes this role different
Quality Analyst roles at most organisations sit at the edge of influence — they measure, they report, and they wait. At M-KOPA, this role sits at the intersection of operations, training, and BPO partnerships. You’ll work across all three, translating evaluation findings into actions that actually change outcomes.
You’ll conduct calibration sessions that align standards across a growing, multi-partner environment. You’ll identify training gaps before they become performance trends. You’ll support the certification of new hires — which means you’re the last quality checkpoint before an agent touches a real customer for the first time. That’s meaningful accountability, not administrative process.
And because we operate across voice and digital channels, your analytical lens will need to be versatile — you’re not just listening to calls, you’re reading transcripts, reviewing emails, and building a full picture of the customer experience across every touchpoint.