Customer Care Quality Assurance Lead

Quality at scale is one of the hardest things to get right. You already know that.

You've spent years building the kind of rigour that makes contact centres genuinely better — not just compliant. You've calibrated teams, argued for frameworks that actually reflect how customers experience service, and turned raw QA data into insights leadership actually uses. You're good at this.

But here's the question worth sitting with: are you doing it somewhere that multiplies your impact, or somewhere that contains it?

Why M-KOPA, and why now

M-KOPA serves 7 million customers across Africa — connecting people to smartphones, solar energy, and financial services, many for the very first time. We've unlocked over $2 billion in credit. 86% of our customers say their quality of life has measurably improved. 70% use their products to generate income. 55% are accessing financial services for the first time in their lives.

These aren't marketing numbers. They're the stakes behind every customer interaction.

We're growing toward 10 million customers. That's not a distant target — it's an active build. And as that scale compounds, the quality of every conversation, every resolution, every moment a customer reaches out to us becomes more consequential, not less. That's why this role exists, and why we need someone exceptional in it.

What this role actually is

This isn't a checklist function. This is the architecture of how 7 million customer relationships are maintained — across in-house teams, outsourced partners, and every channel in between.

As Customer Care QA Lead in Accra, you'll own the standard. That means building and evolving the frameworks that define what good looks like across all Customer Care channels. It means running deep-dive analyses on quality metrics, repeat-call patterns, and systemic gaps — and translating those into recommendations that leadership actually acts on. It means sitting in calibration sessions that matter, partnering with Training to ensure learning interventions are grounded in real performance data, and engaging with BPO partners to ensure consistency across outsourced environments.

You'll lead a team of QA Analysts. You'll produce reporting that supports genuine organizational transparency. And you'll have the authority and visibility to shape this function as the business scales.

The scope is real. The influence is real. So is the accountability.

What makes this different

At most organizations, QA lives in a corner — close enough to operations to collect data, far enough from leadership to be ignored. That's not what this is.

At M-KOPA, quality is the connective tissue between our mission and our customers. When your QA frameworks improve, 7 million people feel it. When your calibration work lands, our agents are more capable, more confident, and more effective. When your insights reach leadership, decisions change.

This role has a seat at the table. The work matters beyond the dashboard.

What we're looking for

• 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

• Strong analytical capability with the confidence to engage cross-functionally and influence at all levels — including BPO governance and senior stakeholder management

The reality of this role

This is demanding work. You'll be managing across complexity — multiple channels, outsourced partners, a growing team, and a business that is actively scaling. If you're the kind of person who finds that energizing rather than exhausting, and who believes that rigour and warmth aren't opposites, this is probably the environment you've been waiting for.

Let's talk

If you're reading this and thinking that quality at this scale — for customers who genuinely need these products to work — is exactly the kind of problem you want to spend your time on, that's probably the signal worth following.

Ready to build a QA function that actually matters? Let's talk.

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 6 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.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.