---
title: 'Customer Care Quality Analyst at M-KOPA'
canonical: 'https://feeny.ai/job/customer-care-quality-analyst-m-kopa-ghana-brs069h1pmtk'
type: 'job'
last_seen: '2026-09-21'
---

# Customer Care Quality Analyst at M-KOPA

- **Company:** [M-KOPA](https://feeny.ai/companies/m-kopa)
- **Location:** Ghana
- **Employment:** full-time
- **Posted:** 2026-09-17
- **Last confirmed live:** 2026-09-21
- **Apply:** https://jobs.ashbyhq.com/m-kopa/eb605f2a-5dc6-45bc-b536-2115408acab4

## Job description

Customer Care Quality Analyst | M-KOPA

Every great customer experience starts with someone who refuses to let a bad one slide.

You notice things other people miss. The agent who almost got the tone right. The script that worked last quarter but is quietly creating friction now. The pattern buried in three weeks of quality scores that nobody's connected yet. You're not just ticking boxes on a scorecard — you're reading signals, and you know what they mean.

The question is whether the organisation you're doing that for is actually listening. M-KOPA is looking for a Quality Analyst to join our Customer Care team, based in-country across our markets. And if you care about quality the way we think you do, here's why this role is worth your attention.

The scale behind the work

M-KOPA is a fintech built specifically for Africa — providing asset financing, smartphones, solar energy, and e-motorbikes to customers who have historically been locked out of formal financial services. We serve 7 million customers today, up from 5 million just a year ago. We've unlocked more than $2 billion in credit. 86% of our customers report genuine improvements in their quality of life. 55% are accessing financial products and services for the very first time.

That last number is the one that should stop you. These aren't customers who have other options and chose us. For many of them, this interaction with M-KOPA — this call, this chat, this moment of service — is their first real experience with a financial institution. What they feel in that moment shapes whether they trust the system at all.

That's what quality assurance protects here. Not KPIs. Trust.

## Why this timing matters

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.

## What you bring

- Demonstrable experience in a customer care or customer service environment — you understand what good looks like from the inside, not just from a scorecard.
- Proven exposure to quality assurance, performance coaching, or monitoring — you can give feedback that lands, not just feedback that's documented.
- Strong analytical capability paired with the communication skills to translate data into conversations that change behaviour — numbers alone don't coach people.

What your weeks actually look like

You'll move between evaluation work and human work — scoring interactions in the morning, sitting in a calibration session in the afternoon, and spending time with a Team Leader working through a recurring failure pattern by end of week. You'll pull together quality reports that tell a story, not just a summary. You'll flag compliance risks before they escalate. You'll support new agents through OJT certification, knowing that your sign-off matters to their trajectory.

The role demands high attention to detail, but it's not a solitary one. You'll partner with Training, Operations, and BPO teams constantly — and your ability to influence without authority will matter as much as your analytical accuracy.

This role is for someone who takes quality personally. Not in a rigid way — in a principled one. Someone who understands that consistency and fairness in evaluation builds the credibility that makes feedback worth receiving.

If that's how you think about this work — 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](http://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.

## About M-KOPA

## Company Overview
- **One-liner**: M-KOPA is a leading African fintech platform that provides affordable financial and digital products to cash-based earners, enabling them to finance everyday essentials through daily micropayments.
- **Entity Type**: Private (Growth Stage)
- **Headquarters**: Nairobi, Kenya (Global HQ with additional offices in London, UK)
- **Founded**: 2010
- **Founders**: Jesse Moore (CEO & Co-Founder) and Nick Hughes

## Core Business
- **Primary Industry**: Fintech / Financial Services
- **Target Customers**: B2C focused on "Every Day Earners" — underserved, cash-based entrepreneurs and individuals across Sub-Saharan Africa who lack formal collateral, credit history, or a monthly salary.
- **Mission/Purpose**: "To make financing for everyday essentials accessible to everyone." Their core mission is to "finance progress" for millions of unbanked and underbanked people.

## Products & Services
- **Smartphone Financing**: The core entry product. Customers pay a small deposit (e.g., ~$35) followed by daily micro-instalments (~$0.50/day) via mobile money (like M-Pesa) to own a smartphone. This is the primary gateway to the digital economy.
- **Digital Loans**: After building a repayment credit history, customers can access small, flexible digital loans on an instalment basis.
- **Hospital Coverage (Insurance)**: Affordable health insurance packages offered via the same daily micropayment model.
- **Device Protection**: Insurance for the financed smartphone.
- **Affordable Data Bundles**: Digital subscriptions and data packages available on a similar instalment basis.

## Market Standing
- **Valuation**: Not publicly disclosed. However, M-KOPA has raised substantial growth capital from top-tier global investors.
- **Key Metric**: Over **$1.5 billion in cumulative credit deployed** to more than **5 million customers** across Kenya, Uganda, Nigeria, Ghana, and South Africa. [m-kopa.com](https://www.m-kopa.com/about)
- **Notable Investors**: Includes **Generation Investment Management** (co-founded by Al Gore), **Sumitomo Corporation**, and other leading impact and growth investors. Board members often come from these firms. [m-kopa.com](https://www.m-kopa.com/about)
- **Growth Signals**: M-KOPA now employs over **3,000 staff members** and has a direct sales force of over **30,000 agents**. The company operates one of the largest smartphone assembly factories in the region, producing over 1 million phones locally. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Competitive Advantages
- **Proprietary Tech & Data Stack**: Processes over **1 million payments daily**, using AI-driven analytics to create credit records for individuals with no formal financial history. This is a deep, defensible data moat.
- **Asset-Light Distribution**: A massive, managed direct sales force of 30,000 agents provides a powerful on-the-ground distribution network that is hard to replicate.
- **Customer-Centric Lending**: Offers "Inclusive, Fair, and Flexible" terms. No collateral or proof of income required. Customers can return a product, get their deposit back, and be released from obligations if they cannot pay. This builds immense trust. [m-kopa.com](https://www.m-kopa.com/about)
- **Vertical Integration**: From smartphone assembly to fintech lending to digital services, M-KOPA controls the entire value chain, creating a sticky ecosystem.

## Strategic Focus
- **Deepening Financial Services**: Expanding beyond smartphone financing into digital loans, insurance, and health coverage to become a comprehensive financial partner.
- **Geographic Expansion**: Already in 5 African countries (Kenya, Uganda, Nigeria, Ghana, South Africa) with potential for further market entry.
- **Leveraging AI for Credit Scoring**: Constantly improving their proprietary data models to offer more products and better manage risk for a traditionally "unscoreable" population.
- **M-KOPA Labs**: A research arm that deploys grants to test new technologies and extensions of their platform. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Why Work Here
- **Purpose-Driven Mission**: The work directly impacts financial inclusion and poverty alleviation for millions across Africa. A deeply motivating "why."
- **Rapid Growth & Scale**: Operating in a high-growth environment with a team of 3,000+, providing significant opportunities for career advancement and tackling complex, real-world problems.
- **Global, Pan-African Team**: A diverse team with a "proudly Pan-African footprint" and offices in London, offering a unique cultural experience.
- **Flexible Work**: Offers hybrid and remote working options that suit the demands of the role. [m-kopa.com](https://www.m-kopa.com/careers)
- **Strong Benefits Package**: Includes comprehensive health plans, learning & development resources, and recognition & rewards. They emphasize a culture of "Progress, Excellence, and Humility." [m-kopa.com](https://www.m-kopa.com/careers)
- **Engineering Culture**: Known for building a world-class tech stack from scratch for a unique market.

## Sources
1. [m-kopa.com/about](https://www.m-kopa.com/about)
2. [m-kopa.com/careers](https://www.m-kopa.com/careers)
3. [wikipedia.org/wiki/M-Kopa](https://en.wikipedia.org/wiki/M-Kopa)
4. [uk.linkedin.com/company/m-kopa](https://uk.linkedin.com/company/m-kopa)
5. [jobs.ashbyhq.com/m-kopa](https://jobs.ashbyhq.com/m-kopa)

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