Every outstanding customer experience starts with someone who refuses to let a bad one slide.
You notice things other people miss. The agent who almost got the tone right. The script that worked last quarter but is quietly creating friction now. The pattern buried in three weeks of quality scores that nobody's connected yet. You're not just ticking boxes on a scorecard — you're reading signals, and you know what they mean.
The question is whether the organisation you're doing that for is actually listening.
M-KOPA is looking for a Quality Analyst to join our Customer Care team, based in-country across our markets. And if you care about quality the way we think you do, here's why this role is worth your attention.
The scale behind the work
M-KOPA is a fintech built specifically for Africa — providing asset financing, smartphones, solar energy, and e-motorbikes to customers who have historically been locked out of formal financial services. We serve 7 million customers today, up from 5 million just a year ago.
We've unlocked more than $2 billion in credit. 86% of our customers report genuine improvements in their quality of life. 55% are accessing financial products and services for the very first time.
That last number is the one that should stop you. These aren't customers who have other options and chose us. For many of them, this interaction with M-KOPA — this call, this chat, this moment of service — is their first real experience with a financial institution. What they feel in that moment shapes whether they trust the system at all.
That's what quality assurance protects here. Not KPIs. Trust.
Why this timing matters
We're on a deliberate path from 7 million to 10 million customers, and our Customer Care function is scaling in step. With that growth comes complexity — more agents, more channels, more BPO partners, more markets. The infrastructure we build now to maintain quality consistency across all of it will define t
📌 Customer Care Quality Analyst (Ghyana)
🏢 M-KOPA
📍 Ghyana
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