Customer Care Quality Assurance Lead

Job Description

Requirements

• Experience & Education:
• Extensive progressive experience in quality assurance, contact centre operations, or customer experience management — with demonstrable expertise leading QA functions across both in-house and outsourced environments
• Proven track record of building and managing QA frameworks, scoring tools, and calibration programmes that drive measurable improvements in customer service quality
• A relevant qualification in business, operations, communications, or a related discipline
• Skills:
• Strong analytical capability with the ability to interpret QA data, identify trends, and translate insights into clear, actionable recommendations for leadership
• Experienced in BPO governance and cross-functional stakeholder engagement, with the confidence to influence at all levels of the organisation
• Proven people leadership skills with a track record of developing high-performing QA teams and embedding a quality-first culture

Responsibilities

• Quality Standards & Governance:
• Define and enforce quality frameworks — Develop, implement, and manage QA guidelines, evaluation tools, and audit programmes that uphold M-KOPA's customer service standards across all support channels, including in-house and outsourced teams.
• Ensure consistent quality audits — Oversee regular quality audits for all Customer Care Representatives (CCRs), with clear calibration processes and compliance adherence across every team you govern.
• Quality Analytics & Performance Insights:
• Analyse quality metrics — Evaluate QA data, trends, and repeat-call patterns to identify performance gaps, systemic issues, and customer experience risks — translating findings into actionable insights for leadership.
• Drive data-led improvements — Lead deep-dive analyses and recommendations that shape operational, training, and process improvement initiatives across the Customer Care function.
• Training Needs & Capability Building:
• Identify training gaps — Partner with Training teams to surface skill and knowledge gaps through QA reports, call listening, and calibration sessions, ensuring learning interventions are grounded in real performance drivers.
• Enable continuous improvement — Provide structured QA insights that support targeted coaching, refresher training, and capability-building at agent and team level.
• Scoring Frameworks & Tools:
• Develop and refine QA evaluation tools — Formulate and periodically update quality scoring frameworks used across all Customer Care channels, ensuring they remain relevant, fair, and aligned to evolving service expectations.
• Stakeholder Collaboration & BPO Governance:
• Cross-functional alignment — Collaborate closely with Operations, Training, Workforce, Legal, and Product/Tech teams to ensure QA priorities are in step with operational goals and regulatory requirements.
• BPO quality enablement — Engage with BPO partners to ensure consistent application of quality standards, calibration practices, and corrective action plans across all outsourced environments.
• Reporting & People Leadership:
• Deliver quality reporting — Maintain accurate QA records and produce regular weekly and monthly performance reports that support informed decision-making and organisational transparency.
• Lead the QA function — Provide leadership, mentorship, and performance management for Quality Assurance Analysts, fostering accountability, professional growth, and a strong quality culture across the team.

Benefits

• What We Offer:
• Direct influence on the customer experience of 7 million people — and growing
• A performance-driven culture that rewards rigour, ownership, and the courage to call things out
• Genuine investment in your development, with the scope to shape the QA function as the business scales toward 10 million customers
• Competitive remuneration and benefits in a company that is redefining what financial inclusion looks like in Africa