Customer Care Trainer

About the Role

The day-to-day responsibilities of this role will be fast-paced and dynamic, with a focus on managing training delivery, tracking assessment data, and supporting BPO partners. You will be expected to develop and maintain training materials, guides, and job aids that are current with standard operating procedures, tools, and policies. Your ability to work independently and as part of a team will be essential in this role, as you will be collaborating with diverse groups of employees from different markets and locations.

M-KOPA is a pan-African fintech with a presence in several countries, including Kenya, Uganda, Nigeria, Ghana, and South Africa. As a Customer Care Trainer, you will be based in Lagos, Nigeria, and will be expected to travel occasionally to other locations. You will be reporting to the Global Head of Customer Support and will be an integral part of the customer care team.

What You Will Do

• Design and facilitate training sessions for customer care representatives across products, systems, processes, and customer handling
• Manage monthly assessments and certification readiness across all teams
• Conduct training needs analysis using QA feedback, quiz results, and performance trends
• Develop targeted interventions, coaching plans, and refresher sessions to address performance gaps
• Develop and maintain training materials, guides, and job aids that are current with standard operating procedures, tools, and policies
• Act as the learning liaison for cross-functional change rollouts
• Collaborate with team leaders, quality assurance specialists, and other stakeholders to ensure that training programs are aligned with business objectives
• Develop and track key performance indicators (KPIs) to measure the effectiveness of training programs
• Identify and mitigate risks associated with training programs
• Stay up-to-date with industry trends and best practices in customer care training

What We Are Looking For

• Minimum 2 years' experience training call centre or customer support agents
• Solid understanding of contact centre KPIs, QA practices, and service workflows
• Demonstrated ability to develop practical training content, guides, and job aids
• Facilitation and coaching skills, with the ability to work with individual and group coaching settings
• Bachelor's degree in Education, Training & Development, Human Resources, or a related field
• Proficiency in CRM tools and Microsoft Office Suite
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills

Nice to Have

• Experience working in a fintech or financial services environment
• Knowledge of adult learning principles and instructional design models
• Familiarity with e-learning platforms and authoring tools
• Certification in training and development, such as CPTD or ATD

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and inclusive company that is driving digital and financial inclusion in Africa
• Professional development opportunities, including training and certification programs
• Flexible working arrangements, including remote work options
• Access to a range of employee benefits, including health insurance and pension schemes
• Opportunity to work with a diverse and talented team of professionals
• Recognition and reward for outstanding performance
• A fun and supportive work environment that encourages collaboration and innovation

• Tip: When applying for this role, be sure to highlight your experience in training call centre or customer support agents, as well as your understanding of contact centre KPIs and QA practices.
• Tip: To stand out as a candidate, consider including examples of training programs you have developed and delivered in the past, as well as any relevant certifications or training you have received.
• Tip: Be prepared to discuss your experience working with diverse groups of employees and your ability to collaborate with team leaders, quality assurance specialists, and other stakeholders.
• Tip: When interviewing for this role, be sure to ask questions about the company culture and values, as well as the opportunities for professional development and growth.
• Tip: Consider reaching out to current or former employees of M-KOPA to learn more about the company culture and what it's like to work as a Customer Care Trainer.
• Tip: Be sure to review the company's website and social media channels to get a sense of the company's mission and values, and to learn more about the impact that M-KOPA is having in Africa.