Customer Care Trainer

About the role

M-KOPA is seeking a Customer Care Trainer to elevate the performance of its Customer Care teams across Africa. You will design and deliver training programs that equip both in‑house and BPO agents with product knowledge, system proficiency, and effective customer handling skills.

Key responsibilities

• Deliver engaging training sessions on products, processes, systems, and soft‑skills according to the training calendar.
• Lead new‑hire onboarding, structured induction, role‑specific training and certification.
• Conduct training needs analysis using QA feedback, team‑leader insights, quiz results and performance trends.
• Translate analysis into targeted learning interventions and coaching plans.
• Partner with Quality Assurance, Team Leaders and BPO partners to reinforce learning and upskill under‑performing areas.
• Develop training materials such as guides, job aids, assessments and facilitation plans.
• Maintain and update learning resources to reflect product changes and service improvements.

Required profile

• Proven experience delivering training to customer‑care or call‑center agents.
• Strong ability to simplify complex information and make it memorable.
• Experience conducting training needs assessments and designing learning interventions.
• Excellent collaboration skills with cross‑functional teams (QA, product, tech, BPO partners).
• Ability to create clear, practical training content that aligns with operational workflows.

Required skills

What we offer

• Opportunity to shape the capability of hundreds of agents serving millions of customers.
• Dynamic environment with cross‑functional collaboration.
• Empowerment to develop training materials and influence performance outcomes.