Job Description

We are seeking a Retail Training and Quality Assurance Lead to join our dynamic M-KOPA South Africa team as we transform learning and development while building world-class capabilities across our retail operations.

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As the Retail Training and Quality Assurance Lead, you will

shape the Retail Customer and Agent experiences

while

building world-class capabilities

within our retail function. This role is perfect for someone who

thrives on excellence

,

embraces data-driven insights

, and is

passionate about developing people

in a mission-driven environment.


You'll

design and deliver comprehensive training experiences

,

drive strategic training innovation

, and

lead performance excellence

through

data-driven insights

and

quality assurance frameworks

. Your work will

directly influence customer journey optimization

while ensuring

compliance excellence

and

continuous improvement

across all M-KOPA retail locations.


This is a

transformational leadership opportunity

, offering the chance to

build training excellence

and

quality assurance frameworks

that elevate team capabilities and customer outcomes across our expanding South African retail network.

About Us

At M-KOPA, we are committed to making everyday essentials

accessible through flexible financing

. As our

Retail Training and Quality Assurance Lead

, you will play a

crucial role in enabling that mission

by

transforming learning and development

and ensuring

quality excellence

across our retail operations.


You will

design and deliver comprehensive training experiences

for Stock Controllers utilizing

classroom sessions

and

digital learning

via our proprietary

M-KOPA Academy

. Your training will cover

product expertise

,

system proficiency

,

customer handling mastery

, and

essential soft skills

that drive performance excellence.


You'll

analyze customer interaction patterns

and

performance data

to identify skill enhancement opportunities,

develop targeted training solutions

, and

create comprehensive assessment frameworks

. Your role also encompasses

strategic quality audits

,

performance analytics

,

compliance excellence

, and

customer journey enhancement

through mystery shopping and service evaluation.


This role is designed for a

learning and development leader

who is

analytically strong

,

coaching-focused

, and

committed to excellence

. If you're ready to transform retail capabilities while ensuring quality standards that support financial inclusion across South Africa, this could be your opportunity to make a lasting impact.

Expertise

We are looking for an

accomplished training and quality professional

with a

Bachelor's degree in a relevant field

and

Training and/or Quality Assurance certifications being a valuable plus

, plus

minimum 2 years in Retail or Customer service environments

with

demonstrated success in Training or Quality roles

.


You will bring:

Proven experience

in

retail or customer service environments

with

demonstrated success

in

training or quality assurance roles

.

Technical proficiency

with

advanced skills

in

CRM systems

,

Microsoft Office Suite

, and

Learning Management Systems

.

Communication excellence

with

outstanding verbal and written abilities

and

compelling presentation skills

for diverse audiences.

Analytical mindset

with

strong problem-solving capabilities

,

exceptional attention to detail

, and

data interpretation skills

.

Natural coaching and mentoring abilities

with

proven performance management experience

and ability to drive continuous improvement.

Understanding of retail operations

,

service center dynamics

, and

financial services regulatory frameworks

.

Training design expertise

with ability to create

comprehensive learning experiences

across

classroom and digital platforms

.

Quality assurance mastery

with experience in

audit frameworks

,

compliance monitoring

, and

performance evaluation systems

.

What We Offer

A

mission-driven environment

where your training excellence directly supports financial inclusion across South Africa.

Transformational leadership role

with opportunity to

build training and quality frameworks

from the ground up in a high-growth fintech.

Direct impact

on

team capabilities

and

customer outcomes

across our expanding retail network.

Advanced learning technology

access including our proprietary

M-KOPA Academy

platform for innovative training delivery.

Competitive compensation

and a values-driven culture rooted in

innovation, inclusion, and empowerment

.

Professional development opportunities

with a

diverse, high-performing team

committed to learning excellence.

If you're ready to

transform retail capabilities

, drive quality excellence, and build training frameworks that elevate M-KOPA's customer experience in South Africa--

we'd love to hear from you

.

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 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

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.