Mobility Quality Analyst Job M-KOPA Solar
Quality Control Jobs, M-KOPA Solar Jobs.
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.
Must Read>>>Why Project Managers with Certification Get Hired Faster in Kenya
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
Must Read>>>6 Top Interview Questions to Expect When Changing Careers
How to Apply
🎯 Before You Apply for This Job…Sending The Same CV Doesnt Work
This job will attract 1000+ applicants.
Many qualified professionals will miss out on getting shortlisted and interviews — not because they lack experience, but because their CV doesn’t clearly show how they fit this specific job. Using the same CV and sending it to 10 or 50 employees doesn’t work. No wonder you are not getting interviews.
🎯 Want to get an interview fast? Customize your CV specifically for this job.
Using the same CV for every application will not get you interviews.
Contact Rose, our client service manager, and together with our recruiters she will review your CV and customize it for the job you are targeting.
Apart from the CV Upgrade, you’ll also receive 3 months of job-search support from our recruiters, including a dedicated recruiter to support your job search.
Don’t just apply. 👉 Click Here & Get Your CV Customised & Claim Your 3-Month Support Today
Read Job Seeker Testimonials Below: Professionals Who Got Jobs Through Corporate Staffing
Related Jobs To Check Out
Jobs Managed by Our Recruitment Team
The vacancies below are managed directly by the Corporate Staffing recruitment team on behalf of our clients. Review the job advert, then submit your application through our recruitment team for consideration.
Browse Other Jobs Posted Today
Explore the latest job opportunities posted now. Apply early to maximize your chances, as many employers begin reviewing applications as soon as suitable candidates apply.