Retail Training and Quality Assurance Lead

As the Retail Training and Quality Assurance Lead, you will shape the Retail Customer and Agent experiences while building world-class capabilities within our retail function. This role is perfect for someone who thrives on excellence, embraces data-driven insights, and is passionate about developing people in a mission-driven environment.

You'll design and deliver comprehensive training experiences, drive strategic training innovation, and lead performance excellence through data-driven insights and quality assurance frameworks. Your work will directly influence customer journey optimization while ensuring compliance excellence and continuous improvement across all M-KOPA retail locations.

This is a transformational leadership opportunity, offering the chance to build training excellence and quality assurance frameworks that elevate team capabilities and customer outcomes across our expanding South African retail network.

About Us

At M-KOPA, we are committed to making everyday essentials accessible through flexible financing. As our Retail Training and Quality Assurance Lead, you will play a crucial role in enabling that mission by transforming learning and development and ensuring quality excellence across our retail operations.

You will design and deliver comprehensive training experiences for Stock Controllers utilizing classroom sessions and digital learning via our proprietary M-KOPA Academy. Your training will cover product expertise, system proficiency, customer handling mastery, and essential soft skills that drive performance excellence.

You'll analyze customer interaction patterns and performance data to identify skill enhancement opportunities, develop targeted training solutions, and create comprehensive assessment frameworks. Your role also encompasses strategic quality audits, performance analytics, compliance excellence, and customer journey enhancement through mystery shopping and service evaluation.

This role is designed for a learning and development leader who is analytically strong, coaching-focused, and committed to excellence. If you're ready to transform retail capabilities while ensuring quality standards that support financial inclusion across South Africa, this could be your opportunity to make a lasting impact.

Expertise

We are looking for an accomplished training and quality professional with a Bachelor's degree in a relevant field and Training and/or Quality Assurance certifications being a valuable plus, plus minimum 2 years in Retail or Customer service environments with demonstrated success in Training or Quality roles.

You will bring:

• Proven experience in retail or customer service environments with demonstrated success in training or quality assurance roles.

• Technical proficiency with advanced skills in CRM systems, Microsoft Office Suite, and Learning Management Systems.

• Communication excellence with outstanding verbal and written abilities and compelling presentation skills for diverse audiences.

• Analytical mindset with strong problem-solving capabilities, exceptional attention to detail, and data interpretation skills.

• Natural coaching and mentoring abilities with proven performance management experience and ability to drive continuous improvement.

• Understanding of retail operations, service center dynamics, and financial services regulatory frameworks.

• Training design expertise with ability to create comprehensive learning experiences across classroom and digital platforms.

• Quality assurance mastery with experience in audit frameworks, compliance monitoring, and performance evaluation systems.

What We Offer

• A mission-driven environment where your training excellence directly supports financial inclusion across South Africa.

• Transformational leadership role with opportunity to build training and quality frameworks from the ground up in a high-growth fintech.

• Direct impact on team capabilities and customer outcomes across our expanding retail network.

• Advanced learning technology access including our proprietary M-KOPA Academy platform for innovative training delivery.

• Competitive compensation and a values-driven culture rooted in innovation, inclusion, and empowerment.

• Professional development opportunities with a diverse, high-performing team committed to learning excellence.

If you're ready to transform retail capabilities, drive quality excellence, and build training frameworks that elevate M-KOPA's customer experience in South Africa—we'd love to hear from you.

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 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.

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.