Retail Training and Quality Assurance Lead

**We are seeking a Retail Training and Quality Assurance Lead to join our dynamic M-KOPA South Africa team as we transform learning and development while building world-class capabilities across our retail operations.**:
As the Retail Training and Quality Assurance Lead, you will **shape the Retail Customer and Agent experiences** while **building world-class capabilities** within our retail function. This role is perfect for someone who **thrives on excellence**, **embraces data-driven insights**, and is **passionate about developing people** in a mission-driven environment.

You'll **design and deliver comprehensive training experiences**, **drive strategic training innovation**, and **lead performance excellence** through **data-driven insights** and **quality assurance frameworks**. Your work will **directly influence customer journey optimization** while ensuring **compliance excellence** and **continuous improvement** across all M-KOPA retail locations.

This is a **transformational leadership opportunity**, offering the chance to **build training excellence** and **quality assurance frameworks** that elevate team capabilities and customer outcomes across our expanding South African retail network.

**About Us**

At M-KOPA, we are committed to making everyday essentials **accessible through flexible financing**. As our **Retail Training and Quality Assurance Lead**, you will play a **crucial role in enabling that mission** by **transforming learning and development** and ensuring **quality excellence** across our retail operations.

You will **design and deliver comprehensive training experiences** for Stock Controllers utilizing **classroom sessions** and **digital learning** via our proprietary **M-KOPA Academy**. Your training will cover **product expertise**, **system proficiency**, **customer handling mastery**, and **essential soft skills** that drive performance excellence.

You'll **analyze customer interaction patterns** and **performance data** to identify skill enhancement opportunities, **develop targeted training solutions**, and **create comprehensive assessment frameworks**. Your role also encompasses **strategic quality audits**, **performance analytics**, **compliance excellence**, and **customer journey enhancement** through mystery shopping and service evaluation.

This role is designed for a **learning and development leader** who is **analytically strong**, **coaching-focused**, and **committed to excellence**. If you're ready to transform retail capabilities while ensuring quality standards that support financial inclusion across South Africa, this could be your opportunity to make a lasting impact.

**Expertise**

We are looking for an **accomplished training and quality professional** with a **Bachelor's degree in a relevant field** and **Training and/or Quality Assurance certifications being a valuable plus**, plus **minimum 2 years in Retail or Customer service environments** with **demonstrated success in Training or Quality roles**.

You will bring:

- ** Proven experience** in **retail or customer service environments** with **demonstrated success** in **training or quality assurance roles**.
- ** Technical proficiency** with **advanced skills** in **CRM systems**, **Microsoft Office Suite**, and **Learning Management Systems**.
- ** Communication excellence** with **outstanding verbal and written abilities** and **compelling presentation skills** for diverse audiences.
- ** Analytical mindset** with **strong problem-solving capabilities**, **exceptional attention to detail**, and **data interpretation skills**.
- ** Natural coaching and mentoring abilities** with **proven performance management experience** and ability to drive continuous improvement.
- ** Understanding of retail operations**, **service center dynamics**, and **financial services regulatory frameworks**.
- ** Training design expertise** with ability to create **comprehensive learning experiences** across **classroom and digital platforms**.
- ** Quality assurance mastery** with experience in **audit frameworks**, **compliance monitoring**, and **performance evaluation systems**.

**What We Offer**
- A **mission-driven environment** where your training excellence directly supports financial inclusion across South Africa.
- ** Transformational leadership role** with opportunity to **build training and quality frameworks** from the ground up in a high-growth fintech.
- ** Direct impact** on **team capabilities** and **customer outcomes** across our expanding retail network.
- ** Advanced learning technology** access including our proprietary **M-KOPA Academy** platform for innovative training delivery.
- ** Competitive compensation** and a values-driven culture rooted in **innovation, inclusion, and empowerment**.
- ** Professional development opportunities** with a **diverse, high-performing team** committed to learning excellence.

If you're ready to **transform retail capabilities**, drive quality excelle