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Quality Assurance Team Leader
M-KOPAJob description
Overall Purpose.
To lead a team of Quality Analysts, monitor and manage individual performance, while motivating the team to ensure that the M-KOPA service quality objectives are met.
Key Requirements;
- Manage the overall teams' daily activities to ensure CC operations is fully supported
- To build, direct and drive implementation of the Quality Assurance operational plan
- Provide support to the team on escalated quality challenges to ensure complete resolution
- Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
- Draft and shape the Quality Assurance processes and drive compliance among the stake holders
- Analyse and report on customer, product and the overall operational challenges
- Benchmark to ensure continuous improvement and application of industry recognised best practices
- Responsible for ensuring that all system changes and/or improvements are in line with M-KOPAs Consumer Protection and Data Privacy policies.
- Liaise with HR business partner on any people related topics, including disciplinary issues
- Collaborate with Training to define training requirements needed to support quality
Incumbent Requirements.
Education and Required Skills.
- 2 years and above experience in Leadership, QA role or their equivalent
- Bachelors Degree in a related field.
- Leadership and interpersonal skills
- Excellent communication, influencing skills and negotiation skills to get management buy-in on ideas and concepts
- Ability to design evaluation and auditing methodologies
- Process design, development and implementation.
- Performance management, coaching and mentoring skills
- Proactive, quick thinker and assertive
- Good decision making and problem-solving skills
- Analytical skills
- Highly flexible
- Ability to prioritise and work under pressure to deliver on agreed timelines
- Conflict management
- Proficiency with data management (MS Excel) and MS PowerPoint
- BPO and Retail QA audit background is an added advantage
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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