Current Vacancies at M-KOPA Solar

The Telesales QA Analyst ensures high levels of First Call Resolution (FCR), Customer Satisfaction, and compliance with company standards by monitoring and analyzing telesales interactions. The role drives continuous improvement through call evaluations, process refinement, and actionable insights.

What You'll do

Call Monitoring & Analysis

• Evaluate telesales calls to ensure adherence to call-handling standards, scripts, compliance, and customer experience guidelines.
• Identify quality gaps and trends impacting performance.

Reporting & Recommendations

• Prepare regular quality performance reports for Telesales Management.
• Provide actionable recommendations to improve sales conversion, efficiency, and customer experience across CRM systems.

Quality Assurance Support

• Enforce QA processes and standards to ensure consistent and uncompromised service delivery.
• Partner with compliance and training teams to align QA practices with business objectives.

Process Design & Improvement

• Design, update, and document quality and compliance processes as business needs evolve.
• Proactively recommend process enhancements that improve agent productivity and customer experience.

Industry Trends & Benchmarking

• Stay informed on emerging call center QA practices, tools, and technologies.
• Benchmark against best practices to introduce innovative strategies that strengthen customer trust and loyalty.

Surveys & Feedback

• Conduct customer and agent satisfaction surveys to assess experience and gather insights.
• Recommend corrective actions to address recurring concerns.

Coaching & Insights

• Partner with team leaders to coach telesales representatives using QA insights.
• Deliver feedback sessions that are constructive, supportive, and performance driven.

EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED

• Diploma in a relevant field (Business, Communication, Customer Service, or related)
• Over 2-3 years' experience as a Telesales Representative QA experience will be an added advantage
• Sales-focused, customer-centric and diligent.
• Exceptional writing and communication skills.
• In-depth understanding of M-KOPA business.
• Data analysis capability and ability to influence data-driven decisions.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.

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As our Customer Care Representative - Activations, you will provide exceptional customer onboarding support across multiple channels including tickets, calls, and chats. You will guide new customers through their onboarding journey, ensuring all required documents and information are correctly captured, verified, and activated in our systems while delivering a smooth customer experience that enables them to successfully begin using our products and services.

Expertise

• We are looking for someone with a Diploma in Customer Service or related field and proven experience in onboarding and customer service.
• You should have strong attention to detail and accuracy in data entry, coupled with excellent written and verbal communication skills.

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As our Customer Care Representative - Calls, you will provide exceptional customer support across multiple channels including calls and tickets, resolve inquiries, and gather valuable feedback through surveys. You'll handle everything from routine support to emergency situations, ensuring a positive customer experience while contributing to company growth.

Expertise

• We need someone with previous experience in a customer support role and strong phone and verbal communication skills along with active listening abilities. You should demonstrate customer focus and adaptability to different personality types while possessing the ability to multi-task, set priorities, and manage time effectively.
• Critical skills include the ability to track your own work daily and compare to benchmarks plus the ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content. We value professionals who can maintain composure in challenging situations while delivering exceptional service consistently.

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As our Customer Care Representative - Payments and Chats, you will provide exceptional customer support through WhatsApp and other non-voice channels while managing and optimizing payment processes. You'll deliver prompt assistance, maintain accurate data updates, ensure compliance with company policies, and contribute to our positive brand image through professional digital communication.

Expertise

• We are looking for someone with a Diploma in Customer Service or related field and previous experience in customer support or social media engagement. You must have excellent written communication with strong grammar and spelling plus proficiency in WhatsApp Business and related tools.
• Essential skills include fast typing abilities and capacity to handle multiple chats simultaneously, coupled with strong attention to detail and accuracy in data entry. Your ability to resolve complaints with professionalism and empathy will be crucial, along with flexibility and adaptability to new tools, processes, and evolving customer