Customer Care Quality Analyst

M-KOPA is seeking a Quality Analyst to join their Customer Care team. The role involves evaluating customer interactions, identifying quality gaps, and providing feedback to improve the customer experience. The Quality Analyst will work closely with the Training, Operations, and BPO teams to implement quality improvements and ensure consistency across all channels.

Requirements

• Demonstrable experience in a customer care or customer service environment
• Proven exposure to quality assurance, performance coaching, or monitoring
• Strong analytical capability paired with the communication skills to translate data into conversations that change behaviour

Benefits

• Diverse development programs
• Coaching partnerships
• On-the-job training
• Family-friendly policies
• Well-being prioritization
• Flexibility