Job Title: Customer Care Trainer
Organisation: M-KOPA
Duty Station: Kampala, Uganda
About the Company:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: As a Customer Care Trainer, your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products, and processes in line with the company’s overall customer care strategic objectives.
Key Duties and Responsibilities:
- Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities.
- Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training.
- The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
- Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter.
- Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills.
- Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
- Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions.
- Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
- Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country.
- Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.
- This is a hybrid role reporting to the Customer Care Training Manager.
Qualifications, Skills and Experience:
- Bachelor’s degree in any field or equivalent experience
- Have a minimum of 3 years of professional experience in Customer Care
- Have a minimum of 2 years of professional experience as a Trainer
- Computer literacy with a bias towards Excel and PowerPoint
- Good understanding of call center operations and metrics
- Knowledge of the company’s products & processes
- Able to assess training needs
- Can communicate and articulate issues clearly
- Creative thinker
How to Apply:
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
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