M-KOPA
Smartphones
CustomerCareTrainer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Care Trainer at M-KOPA. Skills: Training cycle ownership, Content development, Data analysis. Facilitate training sessions. Identify skill gaps”
What You'll Achieve.
Improve agent performance; Improve agent readiness
Industry & Context.
Identify skill gaps; Use QA data; Use performance trends
What They're Looking For.
Must Have
Experience facilitating training, Develop training materials, Use QA data, Use performance trends
Nice to Have
Understand BPO dynamics, Manage assessment administration, Contact centre environment experience, Customer service environment experience, BPO environment experience
What You'll Do.
Facilitate training sessions
Develop learning content
Equip representatives
Translate business needs
Design learning interventions
Build training materials
Maintain training materials
Run monthly assessments
Partner with BPO teams
Ensure consistent training
Train outsourced agents
Bridge business and floor
Ensure agents understand change
Coach underperforming agents
How You'll Work.
Team & Collaboration
Partner with BPO teams; Work with QA data; Work with Team Leader insights
Full Job Description
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A CUSTOMER CARE TRAINER TO JOIN OUR CUSTOMER CARE GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] As a Customer Care Trainer, you will be facilitating training sessions, identifying skill gaps, developing learning content, and ensuring every Customer Care Representative is equipped, confident, and ready to deliver an exceptional customer experience. You will work as a connector between people, performance data, and learning — translating business needs into practical, impactful training interventions that make a measurable difference on the floor. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US At M-KOPA, we've connected over 7 million customers across Africa to smartphones and financial services — most of them for the very first time. We've unlocked over $2 billion in credit for people who had never accessed formal financial products before, and 86% of our customers say their quality of life has genuinely improved. We're on a deliberate path to 10 million customers, and the quality of every customer interaction is what gets us there. Our Customer Care function is central to that mission. When a customer calls with a question, a concern, or a problem — the person on the other end of that line is M-KOPA. How well that person is trained determines everything: whether the customer stays, whether the issue gets resolved, and whether trust is built or broken. That's where you come in. As a Customer Care Trainer, you won't just deliver training sessions — you'll shape the capability of an entire team. You'll work with QA data and Team Leader insights to identify what'
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