We are looking for a Telesales QA Analyst to join our Customer Retention Team; as we scale up and drive digital and financial inclusion across our markets.

About the Job

The Telesales QA Analyst ensures high levels of First Call Resolution (FCR), Customer Satisfaction, and compliance with company standards by monitoring and analyzing telesales interactions. The role drives continuous improvement through call evaluations, process refinement, and actionable insights.

What You’ll do

1. Call Monitoring & Analysis

• Evaluate telesales calls to ensure adherence to call-handling standards, scripts, compliance, and customer experience guidelines.
• Identify quality gaps and trends impacting performance.

2. Reporting & Recommendations

• Prepare regular quality performance reports for Telesales Management.
• Provide actionable recommendations to improve sales conversion, efficiency, and customer experience across CRM systems.

3. Quality Assurance Support

• Enforce QA processes and standards to ensure consistent and uncompromised service delivery.
• Partner with compliance and training teams to align QA practices with business objectives.

4. Process Design & Improvement

• Design, update, and document quality and compliance processes as business needs evolve.
• Proactively recommend process enhancements that improve agent productivity and customer experience.

5. Industry Trends & Benchmarking

• Stay informed on emerging call center QA practices, tools, and technologies.
• Benchmark against best practices to introduce innovative strategies that strengthen customer trust and loyalty.

6. Surveys & Feedback

• Conduct customer and agent satisfaction surveys to assess experience and gather insights.
• Recommend corrective actions to address recurring concerns.

7. Coaching & Insights

• Partner with team leaders to coach telesales representatives using QA insights.
• Deliver feedback sessions that are constructive, supportive, and performance driven.

EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED

• Diploma in a relevant field (Business, Communication, Customer Service, or related)
• Over 2-3 years’ experience as a Telesales Representative QA experience will be an added advantage
• Sales-focused, customer-centric and diligent.
• Exceptional writing and communication skills.
• In-depth understanding of M-KOPA business.
• Data analysis capability and ability to influence data-driven decisions.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach