Customer Care Quality Assurance Lead - Ghana (ACCRA)

Quality at scale is one of the hardest things to get right. We're looking for someone who knows how.

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, and 86% of our customers say their quality of life has measurably improved. As we grow toward 10 million customers, the standard of every customer interaction matters more than ever.

We're looking for a Customer Care Quality Assurance Lead based in Accra to own that standard — building the frameworks, analysing the data, and leading the team that keeps our Customer Care function performing at its best.

Job Purpose

To lead M-KOPA's Quality Assurance function across all Customer Care channels — defining standards, driving data-led insights, building capability, and ensuring that every customer interaction reflects the quality our customers deserve and our mission demands.

Key Roles and Responsibilities

Quality Standards & Governance

• Define and enforce quality frameworks — Develop, implement, and manage QA guidelines, evaluation tools, and audit programmes that uphold M-KOPA's customer service standards across all support channels, including in-house and outsourced teams.

• Ensure consistent quality audits — Oversee regular quality audits for all Customer Care Representatives (CCRs), with clear calibration processes and compliance adherence across every team you govern.

Quality Analytics & Performance Insights

• Analyse quality metrics — Evaluate QA data, trends, and repeat-call patterns to identify performance gaps, systemic issues, and customer experience risks — translating findings into actionable insights for leadership.

• Drive data-led improvements — Lead deep-dive analyses and recommendations that shape operational, training, and process improvement initiatives across the Customer Care function.

Training Needs & Capability Building

• Identify training gaps — Partner with Training teams to surface skill and knowledge gaps through QA reports, call listening, and calibration sessions, ensuring learning interventions are grounded in real performance drivers.

• Enable continuous improvement — Provide structured QA insights that support targeted coaching, refresher training, and capability-building at agent and team level.

Scoring Frameworks & Tools

• Develop and refine QA evaluation tools — Formulate and periodically update quality scoring frameworks used across all Customer Care channels, ensuring they remain relevant, fair, and aligned to evolving service expectations.

Stakeholder Collaboration & BPO Governance

• Cross-functional alignment — Collaborate closely with Operations, Training, Workforce, Legal, and Product/Tech teams to ensure QA priorities are in step with operational goals and regulatory requirements.

• BPO quality enablement — Engage with BPO partners to ensure consistent application of quality standards, calibration practices, and corrective action plans across all outsourced environments.

Reporting & People Leadership

• Deliver quality reporting — Maintain accurate QA records and produce regular weekly and monthly performance reports that support informed decision-making and organisational transparency.

• Lead the QA function — Provide leadership, mentorship, and performance management for Quality Assurance Analysts, fostering accountability, professional growth, and a strong quality culture across the team.

  

Experience & Education

• 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

• A relevant qualification in business, operations, communications, or a related discipline

Skills

• Strong analytical capability with the ability to interpret QA data, identify trends, and translate insights into clear, actionable recommendations for leadership

• Experienced in BPO governance and cross-functional stakeholder engagement, with the confidence to influence at all levels of the organisation

• Proven people leadership skills with a track record of developing high-performing QA teams and embedding a quality-first culture

What We Offer

At M-KOPA, quality isn't a department — it's a value. With 2,300+ employees and 35,000 agents across Africa, we've built something that genuinely matters to the people we serve. Joining us as QA Lead means stepping into a role with real authority, real visibility, and real impact.

• Direct influence on the customer experience of 7 million people — and growing

• A performance-driven culture that rewards rigour, ownership, and the courage to call things out

• Genuine investment in your development, with the scope to shape the QA function as the business scales toward 10 million customers

• Competitive remuneration and benefits in a company that is redefining what financial inclusion looks like in Africa

This is not a role for someone who wants to manage a checklist. It's for someone who wants to build something — and who knows that the quality of every conversation is the foundation everything else is built on. If that's you, 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