Customer Care Trainer

M-KOPA

Customer Care Trainer at M-KOPA developing learning content and onboarding for customer support agents. Working in a hybrid role while contributing to the organization’s goal of financial inclusion.

Posted 6/17/2026full-timeLagos • 🇳🇬 NigeriaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Own the capability of our in-house and BPO agent teams
Onboarding new hires
Diagnosing performance gaps and building learning content
Work closely with Team Leaders and Quality Assurance
Translate business changes, new products, and process improvements into practical training

Requirements

What you’ll need

Minimum 2 years' experience training call centre or customer support agents
Solid understanding of contact centre KPIs, QA practices, and service workflows
Demonstrated ability to develop practical training content guides, assessments, job aids
Facilitate confidently across individual and group coaching settings
A bachelor's degree in Education, Training & Development, Human Resources, or a related field
Proficiency in CRM tools and Microsoft Office Suite.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

training content developmentperformance gap analysiscoachingassessment creationjob aid development

Soft Skills

facilitationcommunicationcollaborationproblem-solving