Mobility Quality Analyst

M-KOPA is hiring a Mobility Quality Analyst to strengthen service excellence within its Mobility Operations team in Nairobi. This full-time, on-site role focuses on monitoring, evaluating, and continuously improving customer interactions across contact center channels.

Key Job Information

• Position: Mobility Quality Analyst
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-level
• Department: Mobility Operations
• Application Deadline: Rolling basis

About M-KOPA

M-KOPA is a leading fintech and mobility organization advancing digital and financial inclusion across Africa. Serving more than six million customers, the company provides pay-as-you-go asset financing that enables everyday earners to access essential tools and services. Its Mobility division is expanding electric motorbike adoption, supporting cleaner and more affordable transportation solutions.

Recognized multiple times among Africa’s fastest-growing companies by respected global publications, M-KOPA continues to unlock significant cumulative credit for underserved communities. Professionals exploring job opportunities at M-KOPA or seeking long-term careers in fintech and mobility operations will join a purpose-driven organization delivering measurable social impact.

The company invests in professional development, structured coaching, and cross-functional collaboration. Candidates searching for the latest jobs in quality assurance or fresh positions in Nairobi this week will find M-KOPA employment opportunities designed to combine data-driven excellence with customer-centered innovation.

Mobility Quality Analyst Job Description

This Mobility Quality Analyst hiring initiative is designed for analytical professionals who are equally passionate about people development. The role directly influences customer experience by monitoring calls, chats, and social media interactions to ensure consistent quality, compliance, and performance standards.

Reporting to the Customer Care Manager, the analyst works closely with team leads and operations managers to evaluate KPIs, identify service gaps, and implement structured improvements. Individuals seeking contact center quality assurance jobs in Nairobi today or mobility vacancies in Kenya this week will find this position central to driving measurable performance outcomes.

Key Responsibilities

• Conduct detailed quality assessments across calls, chats, and social media channels.
• Evaluate agent performance against defined KPIs, compliance standards, and service benchmarks.
• Review ride disputes, cancellations, safety incidents, and escalated customer cases.
• Monitor adherence to scripts, workflows, and company policies.
• Facilitate calibration sessions with team leads to ensure scoring consistency.
• Analyze trends in CSAT, FCR, AHT, compliance rates, and quality scores.
• Generate comprehensive scorecards and performance reports for stakeholders.
• Provide actionable, data-driven recommendations to improve processes.
• Deliver structured one-on-one coaching and constructive performance feedback.
• Identify skill gaps and support the creation of targeted training materials.
• Partner with operations leaders to refine evaluation frameworks.
• Conduct root cause analysis for recurring quality challenges.

Required Qualifications

• Minimum two years of quality assurance experience within a contact center environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills.
• Experience tracking and reporting operational KPIs.
• Collaborative mindset with the ability to provide and receive feedback constructively.

Preferred Qualifications

• Experience in mobility, ride-sharing, transportation, or on-demand services.
• Background in customer service operations or agent coaching.
• Interest in building long-term careers at M-KOPA within quality leadership or operations management.

Benefits and Compensation

M-KOPA employment offers competitive remuneration, ongoing professional development, and structured career progression pathways. Employees benefit from coaching partnerships, internal training programs, and a supportive culture emphasizing continuous improvement.

The organization promotes diversity, equity, and inclusion and adheres to strict ethical labor standards. M-KOPA does not charge recruitment or processing fees and conducts pre-employment background checks, including criminal records, identification verification, academic validation, and employment references. Professionals pursuing stable careers in quality assurance and mobility operations will value the advancement opportunities available through these fresh positions.

How to Apply for Mobility Quality Analyst Job Opportunity at M-KOPA

Interested candidates exploring job opportunities in contact center quality assurance or reviewing the latest jobs at M-KOPA are encouraged to apply today. This week, applications for the Mobility Quality Analyst vacancy in Nairobi are being reviewed on a rolling basis.

Applicants should submit an updated CV highlighting relevant quality assurance experience, KPI reporting expertise, and coaching achievements aligned with the responsibilities outlined above. Those pursuing careers in mobility operations and customer experience in Kenya should act promptly, as the vacancy may close once a suitable candidate is identified. Only shortlisted candidates will advance to the next stage of the recruitment process.

Join M-KOPA’s Mobility Operations team and help elevate service excellence for thousands of customers across Kenya.