Mobility Quality Analyst
Role Overview
This mid-level role involves monitoring and improving customer interactions in a contact center for M-KOPA Mobility, focusing on quality assessments, performance reporting, and agent coaching. Day-to-day responsibilities include evaluating calls, chats, and social media interactions, analyzing metrics like CSAT and AHT, and providing data-driven feedback to enhance service quality. The hire will impact thousands of customers in Kenya by shaping service experiences and driving process improvements.
Perks & Benefits
The role is on-site in Nairobi, not remote, with flexibility implied through family-friendly policies and on-the-job training. Career growth is supported via development programs, coaching partnerships, and diverse training opportunities. The company emphasizes a collaborative culture, well-being, and equal opportunity employment, with no recruitment fees and a focus on digital inclusion across Africa.
Full Job Description
We are looking for a Mobility Quality Analyst to monitor, evaluate, and continuously improve the quality of customer interactions across M-KOPA Mobility's contact center operations. This is a high-impact role where your work directly shapes the service experience for thousands of customers across Kenya.
"This role is for someone who is analytical but also deeply invested in people development. You'll be working across quality monitoring, reporting, coaching, and process improvement — helping the team get better every single day through data, feedback, and practical insight."
About Us
At M-KOPA, we're focused on digital and financial inclusion across Africa, serving over 3 million "everyday earners" through pay-as-you-go asset financing. Our Mobility division is expanding access to electric motorbikes, helping riders transition to cleaner, more cost-effective transportation solutions.
What You'll Do
• Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
• Evaluate agent performance against quality standards, KPIs, and compliance requirements
• Review ride disputes, cancellations, safety incidents, and escalated customer issues
• Monitor adherence to scripts, processes, and company policies
• Perform calibration sessions with team leads to ensure consistency in scoring
• Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
• Generate detailed quality scorecards and performance reports for agents and team leaders
• Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions
• Identify skill gaps and develop training materials based on quality findings
• Partner with operations teams to refine quality frameworks and evaluation criteria
• Support root cause analysis for recurring quality issues
This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.
Expertise
• Minimum 2 years of experience in quality assurance within a contact center environment
• Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
• Background in customer service operations or agent coaching is a plus
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication skills — both written and verbal
• A collaborative approach with the ability to give and receive feedback constructively
If the above is of interest to you, please apply.
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.
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