Customer Care Trainer - Accra

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A CUSTOMER CARE TRAINER TO JOIN OUR CUSTOMER CARE GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] This role offers the opportunity to shape how hundreds of Customer Care agents deliver exceptional support to millions of M-KOPA customers. You'll facilitate training programs, develop learning materials, and identify skills gaps that improve agent performance and customer outcomes. You'll ensure agents—both in-house and BPO—have the product knowledge, system proficiency, and customer handling skills needed to deliver excellent support. Working with talented teams across Quality Assurance, Team Leaders, Product, Tech, Projects, and BPO partners, you'll be the capability builder who translates change into readiness and transforms training into tangible performance improvement. ABOUT US We foster a culture where continuous learning meets performance excellence. Our team values practical training that sticks, coaching that transforms performance, and learning environments that engage and motivate. You'll be empowered to develop materials, facilitate sessions, and partner with stakeholders to ensure every agent is equipped to deliver world-class customer service, working in a dynamic environment where your training directly contributes to customer satisfaction and operational success. At M-KOPA, our Customer Care Trainers aren't just delivering sessions—they're building capability at scale, creating learning experiences that empower agents, and ensuring consistent service standards that reflect our commitment to upgrading lives across Africa. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/1d6a34b9-74d6-43c2-91eb-dc1b64320ccf/Image%202.jpg] This is a hybrid role, working from our offices in Accra, Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Global Head Customer Support IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: Training Delivery & Facilitation - Conducting training sessions for Customer Care Representatives (CCRs) and support teams according to the training calendar on M-KOPA's products, processes, systems, customer handling, and soft skills - Supporting new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently - Facilitating engaging sessions that make complex information accessible and memorable Training Needs Analysis & Performance Support - Identifying training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends - Translating findings into targeted learning interventions that address root causes of performance gaps - Providing coaching support by partnering with Team Leaders and Quality Assurance to reinforce learning through coaching plans, refresher sessions, and targeted upskilling for underperforming areas Content Development & Knowledge Management - Developing training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements - Creating content that is clear, practical, and immediately applicable to agent workflows - Maintaining learning resources to ensure training content remains accurate, accessible, and aligned to current SOPs, tools, and customer policies across in-house and BPO teams - Continuously improving materials based on feedback and performance outcomes Assessment, Certification & Reporting - Administering monthly assessments by developing questions and managing end-to-end quiz administration for all Customer Care teams, ensuring participation, timely completion, and retakes where required - Tracking training effectiveness by monitoring training outcomes and reporting on attendance, scores, certification readiness, and capability gaps to inform continuous improvement - Using assessment data to identify learning opportunities and measure impact Stakeholder Partnership & Change Enablement - Supporting change management by serving as a liaison between Customer Care and cross-functional teams (e.g., Product/Tech, Projects, Sales), translating changes into clear learning content and readiness activities - Enabling BPO alignment by supporting BPO teams through delivering/rolling out training updates, ensuring consistent knowledge and service standards across partners - Partnering with stakeholders to ensure training aligns with business priorities and operational needs Team Engagement & Learning Culture - Promoting continuous learning by fostering a positive and supportive learning environment that strengthens engagement, motivation, and retention of key knowledge and skills - Creating training experiences that agents genuinely enjoy and remember - Building a culture where learning is valued and celebrated This is a training and development role based in Nairobi, Kenya. If successful, you would be reporting to the Senior Training Lead. YOUR APPLICATION SHOULD DEMONSTRATE: Essential Experience - Minimum 2 years' experience training call center or customer support agents - Prior experience as a Customer Care Representative is an added advantage - Solid understanding of customer support operations, common contact center KPIs, quality assurance practices, and customer service workflows - Demonstrated ability to develop clear, practical training materials (guides, job aids, assessments) for products, processes, and systems - Confidence coaching individuals and groups, providing structured feedback, and partnering with Team Leaders and QAs to impr