Senior Quality Analyst Team Lead
No longer listedWe are looking for a Senior Quality Analyst Team Lead to join our Customer Care Quality Analyst team; as we scale up and drive digital and financial inclusion across our markets.
Role Overview
As Senior Quality Analyst Team Lead, you'll own quality governance for your market. That means leading a team of QA Analysts, setting the standards every Customer Care interaction gets measured against, and making sure both our in-house teams and BPO partners actually deliver on them. This is quality work with teeth: your findings don't sit in a report, they change how people are trained, coached, and held accountable.
About Us
M-KOPA has extended over $2 billion in credit to more than 10 million customers across Africa, with 86% reporting improved quality of life through access to life-changing assets. Powered by 35,000+ field agents and 2,300+ employees across Kenya, Uganda, Nigeria, Ghana, and South Africa, we're one of the continent's fastest-scaling fintechs — and 55% of our customers are accessing formal financial services for the very first time.
This is a hybrid role, you would be working from our offices in Lagos, Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Global Head Customer Support.
What Makes this Different
You're not auditing for the sake of auditing. You're building the frameworks, evaluation tools, and calibration standards used across every single support channel, and your data-driven insights directly shape training interventions and BPO accountability. At this scale, your work touches millions of real customer relationships, not a compliance checklist.
What You'll Do
Build and manage QA frameworks, evaluation tools, and audit programs across every support channel, including BPO-managed teams.
Own BPO quality governance end-to-end: ensuring outsourced partners consistently apply calibration standards, quality practices, and corrective action plans across their operations.
Dig into QA data and repeat-call patterns to spot performance gaps and systemic risks, then turn those findings into recommendations leadership actually acts on
Partner with Training to close skill gaps using QA insights, call listening, and calibration sessions.
Align QA priorities with Operations, Training, Workforce, Legal, Product/Tech, and Management to keep quality standards tied to both operational goals and regulatory requirements.
Lead, coach, and manage performance for your QA Analyst team.
Produce sharp, regular quality reporting that keeps everyone honest.
What You'll Need
3–5 years' experience in customer service quality assurance, contact center operations, or a related role, with exposure to multi-channel and BPO environments.
Prior experience leading or supervising QA teams, with a demonstrated ability to coach and calibrate objectively.
Bachelor's degree in Business Administration, Operations Management, Customer Service Management, or a related field.
The Honest Part
Some days this means holding a mirror up to your own team's performance. Other days it means telling a BPO partner their numbers don't add up, and staying in that conversation until they do. If you'd rather avoid the friction than fix the problem, this isn't the role.
If you're the person who can't walk past a broken process without wanting to fix it, let's talk.
Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.