Telesales - Training and Quality Assurance Lead

Join the Telesales team as a Telesales - Training and Quality Assurance Lead, where our core values of humility and excellence steer us towards success.

Job Purpose

We are looking for someone experienced to lead our Telesales Quality Assurance (QA) & Training team. You will ensure our telesales work well by keeping an eye on things, training our staff, and making sure our standards stay high. We're looking for someone who can lead, knows about quality assurance, and has a background in training for telesales.

What you will do

Training & Development:

• Design and deliver comprehensive training programs for new and existing Telesales representatives.

• Develop and facilitate ongoing training sessions on product knowledge, sales techniques, and customer service best practices.

• Identify skill gaps and create targeted training initiatives to address such gaps improving sales and overall team performance.

• Collaborate with the Telesales team lead to ensure sales scripts, objection-handling strategies, and closing techniques are up-to-date and effective.

• Stay updated with industry trends and incorporate best practices into training programs.

• Track and analyze training effectiveness and make data-driven improvements.

Quality Assurance & Performance Training:

• Conduct regular call monitoring and evaluate Telesales representatives based on key performance indicators (KPIs) such as script compliance, pitch, and adherence to quality standards.

• Provide detailed feedback on individual and overall team performance to guide the Telesales team lead on coaching the team.

• Track and analyse trends from call evaluations to identify areas of improvement and

  training needs to address them.

• Ensure compliance with company policies, industry regulations, ethical sales and global best practices.

• Identify common sales challenges faced by Telesales representatives and recommend solutions to improve conversion.

Process Improvement, Reporting & Compliance:

• Generate and maintain quality assurance reports to track team performance over time.

• Work closely with the Telesales team lead to identify skill gaps and implement targeted improvement strategies.

• Recommend process enhancements and best practices to optimize Telesales efficiency and customer retention.

• Collaborate with management to set quality benchmarks and ensure continuous improvement.

• Provide insights on common customer concerns and recommend adjustments to call scripts, sales pitch and overall strategies.

• Monitor customer feedback and complaints trends and recommend proactive measures to address them.
  

What we are looking for

• Experience: Minimum 3-5 years in a training & quality assurance or similar roles within Telesales, contact centres, or financial services (mobile phone financing experience is a plus).

• Communication: Excellent verbal and written communication skills, with the ability to coach and motivate a team effectively.

• Analytical Skills: Ability to analyze performance data, identify trends, and provide actionable recommendations.

• Training Expertise: Experience developing and delivering sales and customer service training programs.

• Quality Assurance: Strong understanding of QA methodologies, compliance requirements, and sales best practices.

• Technical Proficiency: Familiarity with CRM systems, call monitoring tools, and Microsoft Office Suite (Excel, PowerPoint, etc.).

• Problem-Solving: Ability to address performance challenges with strategic training interventions.

• Attention to Detail: Strong focus on maintaining high-quality standards and compliance adherence.

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 twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 as one of the 100 most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa.

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 thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) 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.