M-KOPA
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CustomerCareTrainer
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“Customer Care Trainer at M-KOPA. Skills: Training Delivery & Facilitation, Training Needs Analysis & Performance Support, Content Development & Knowledge Management, Assessment, Certification & Reporting, Stakeholder Partnership & Change Enablement. Conducting training sessions for Customer Care Representatives (CCRs) and support teams. Supporting new hire readiness through structured induction, role-specific training, and certification”
What You'll Achieve.
Elevate the quality and consistency of customer interactions; Improve agent performance and customer outcomes; Ensure agents have the product knowledge, system proficiency, and customer handling skills needed to deliver excellent support; Translate change into readiness; Transform training into tangible performance improvement; Ensure every agent is equipped to deliver world-class customer service; Directly contributes to customer satisfaction and operational success; Building capability at scale; Creating learning experiences that empower agents; Ensuring consistent service standards; Improve customer outcomes through capability building and consistent service standards
Industry & Context.
Ability to interpret performance insights and identify root causes of knowledge/skill gaps; Translating findings into targeted learning interventions that address root causes of performance gaps
What They're Looking For.
Must Have
Minimum 2 years' experience training call center or customer support agents, Solid understanding of customer support operations, common contact center KPIs, quality assurance practices, and customer service workflows, Demonstrated ability to develop clear, practical training materials (guides, job aids, assessments) for products, processes, and systems, Confidence coaching individuals and groups, providing structured feedback, and partnering with Team Leaders and QAs to improve performance, Fluency in English (written and verbal), Communication Mastery: Excellent verbal and written communication skills with the ability to simplify complex information for different audiences, Analytical & Problem-Solving: Ability to interpret performance insights and identify root causes of knowledge/skill gaps, Instructional Skills: facilitation capability and knowledge of training best practices (adult learning principles), Tool Proficiency: Proficiency in CRM tools and Microsoft Office comfortable learning new systems quickly, Collaboration & Stakeholder Management: Ability to work cross-functionally and support change rollouts with clear, timely learning communications, Attention to Detail & Time Management: organization skills to manage training calendars, assessments, and multiple audiences, Customer Centricity: Commitment to improving customer outcomes through capability building and consistent service standards, Presentation skills that engage and hold attention, Ability to design assessments that accurately measure learning
Nice to Have
Prior experience as a Customer Care Representative is an added advantage, Experience working with BPO partners or distributed teams is an advantage, Passion for developing people and seeing them succeed, You genuinely enjoy teaching and seeing people improve, You can take complex processes and make them simple and memorable, You're data-driven but human-centered—you use performance metrics to identify needs but design learning experiences that connect with people, You're comfortable in front of a room and can adapt your facilitation style to different audiences, You see training not as a one-time event but as part of a continuous learning journey, You're organized enough to manage multiple training calendars, assessments, and stakeholder requests without dropping balls
What You'll Do.
Conducting training sessions for Customer Care Representatives (CCRs) and support teams
Supporting new hire readiness through structured induction
role-specific training
Facilitating engaging sessions that make complex information accessible and memorable
Identifying training needs by assessing skill gaps and training requirements
Translating findings into targeted learning interventions
Providing coaching support to reinforce learning
Developing training materials including training guides
and facilitation plans
Maintaining learning resources to ensure accuracy and accessibility
Administering monthly assessments
Tracking training effectiveness and reporting on outcomes
Supporting change management by translating changes into learning content
Enabling BPO alignment through training updates
Promoting continuous learning and fostering a positive learning environment
How You'll Work.
Team & Collaboration
Partnering with Quality Assurance, Team Leaders, Product, Tech, Projects, and BPO partners; Serving as a liaison between Customer Care and cross-functional teams (e.g., Product/Tech, Projects, Sales); Partnering with stakeholders to ensure training aligns with business priorities and operational needs
Communication Scope
Excellent verbal and written communication skills; Ability to simplify complex information for different audiences; Presentation skills that engage and hold attention; Clear, timely learning communications
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 STRENGTHEN THE CAPABILITY OF OUR CUSTOMER CARE TEAMS AND ELEVATE THE QUALITY AND CONSISTENCY OF CUSTOMER INTERACTIONS ACROSS M-KOPA. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] This role offers the opportunity to shape how hundreds of Customer Care agents deliver exceptional support to millions of M-KOPA customers. You'll facilitate training programs, develop learning materials, and identify skills gaps that improve agent performance and customer outcomes. You'll ensure agents—both in-house and BPO—have the product knowledge, system proficiency, and customer handling skills needed to deliver excellent support. Working with talented teams across Quality Assurance, Team Leaders, Product, Tech, Projects, and BPO partners, you'll be the capability builder who translates change into readiness and transforms training into tangible performance improvement. ABOUT US We foster a culture where continuous learning meets performance excellence. Our team values practical training that sticks, coaching that transforms performance, and learning environments that engage and motivate. You'll be empowered to develop materials, facilitate sessions, and partner with stakeholders to ensure every agent is equipped to deliver world-class customer service, working in a dynamic environment where your training directly contributes to customer satisfaction and operational success. At M-KOPA, our Customer Care Trainers aren't just delivering sessions—they're building capability at scale, creating learning experiences that empower agents, and ensuring consistent service standards that reflect our commitment to upgrading lives across Africa. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/1d6a34b9
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