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.
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.
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