Mobility Quality Analyst

The role

You will monitor, evaluate, and improve the quality of customer interactions across contact center operations. This involves quality monitoring, reporting, coaching, and process improvement to shape the service experience.

What you will do

• Conduct quality assessments of customer interactions across calls, chats, and social media
• Evaluate agent performance against quality standards, KPIs, and compliance requirements
• Review ride disputes, cancellations, safety incidents, and escalated customer issues
• Monitor adherence to scripts, processes, and company policies
• Perform calibration sessions with team leads
• Analyze quality metrics and trends to identify patterns
• Generate quality scorecards and performance reports
• Track metrics including CSAT, FCR, AHT, compliance rates, and quality scores
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions

Required qualifications

• Minimum 2 years of experience in quality assurance within a contact center environment
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication skills — both written and verbal
• A collaborative approach with the ability to give and receive feedback constructively

Nice to have

• Previous experience in mobility, ride-sharing, transportation, or on-demand services
• Background in customer service operations or agent coaching

Benefits

• Diverse development programs
• Coaching partnerships
• On-the-job training
• Family-friendly policies
• Prioritize well-being
• Flexibility

Before you apply

• Applications are reviewed on a rolling basis
• Shortlisting and interviews take place at any stage
• Pre-employment background checks include criminal records, identification verification, academic qualifications, employment dates and employer references

About the company

M-KOPA focuses on digital and financial inclusion across Africa, serving over 3 million everyday earners through pay-as-you-go asset financing. Their Mobility division expands access to electric motorbikes.