- Location
- Onsite · Nairobi, Kenya
- Who can apply
- Applicants in Kenya
- Deadline
- Rolling
- Contract
- Full-time
About this job
About the role
M-KOPA is a digital and financial inclusion company serving over 3 million customers across Africa. The Mobility division is expanding access to electric motorbikes. We are seeking a Mobility Quality Analyst to monitor, evaluate, and improve customer interactions across our contact center operations.
What you'll do
- Assess customer interactions for quality
- Evaluate agent performance against standards
- Review ride disputes and customer issues
- Monitor adherence to scripts and policies
- Analyze quality metrics and trends
- Provide feedback and coaching to agents
- Identify skill gaps and develop training materials
Requirements
- 2+ years of quality assurance experience in a contact center
- Analytical and communication skills
- Collaborative approach with feedback
- Experience in mobility or customer service operations is a plus
Benefits
- Diverse development programs and coaching
- Family-friendly policies and well-being support
- Flexible work arrangements
analyticscustomer servicemobilityquality assurance
Posted 31 Oct 2026 · Ref 7hapmvg4