Website M-KOPA Solar
M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR… M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. Each 8W battery powered-system comes with three lights, m… read moreobile phone-charging and a solar powered radio. Customers can now opt for a 20W system with digital TV. As of July 2016, M-KOPA has connected over 400,000 homes to affordable solar power. Current customers will make projected savings of US$ 300 Million over the next four years. M-KOPA’s customers will enjoy 50 million hours of kerosene-free lighting per month. Total employment created in East Africa is 2,500. In March 2016, M-KOPA emerged boldest at Financial Times Arcelor Mittal- Boldness in Business Awards in the Developing Markets category. In February 2016, M-KOPA was recognised as the Best Mobile Innovation for Emerging Markets at the Global Mobile Awards. In 2015, M-KOPA was recognised by Fortune Magazine as one of the Top 50 Companies Changing The World and won the Zayed Energy Future Prize. M-KOPA has also won the 2014 Bloomberg Pioneer Award and 2013 FT/IFC Excellence in Sustainable Finance Award.
What You’ll Do
Designing and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules
Designing role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements
Conducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence
Leading nesting programmes and providing hands-on coaching during agents’ transition to the live working environment
Monitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps
Partnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards
Tracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training — and reporting on these regularly
Maintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library
Collaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights
This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Care Manager.
Expertise
Minimum 3 years of training experience within a contact centre environment
Demonstrated ability to design and deliver engaging training content across multiple formats
Experience with virtual training tools such as Zoom or Microsoft Teams
Familiarity with contact centre systems — CRM, telephony, and quality monitoring tools
Ability to create multimedia training content including videos, interactive modules, and job aids
Apply Through:
jobs.ashbyhq.com
To apply for this job please visit jobs.ashbyhq.com.