Mobility Quality Analyst

M-KOPA Solar is hiring for the Mobility Quality Analyst position in Nairobi. This is a full time, mid level role. Experience: 0 – 4 yrs. M-KOPA’s mission is to make high quality energy affordable to everyone.

OUR GROWTH SO FAR…

M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day.

What You'll Do

Evaluate agent performance against quality standards, KPIs, and compliance requirements

Generate detailed quality scorecards and performance reports for agents and team leaders

Key responsibilities

• Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
• 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
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions

Requirements

• 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
• Strong analytical skills with the ability to translate data into actionable insights…

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