About the Role
M-KOPA’s mission is to make high quality energy affordable to everyone. 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.
This is a training and development role based in Nairobi, Kenya. If successful, you would be reporting to the Senior Training Lead. In this role, you will be responsible for training delivery, facilitation, identifying skill gaps, developing training content, and supporting continuous learning across in-house and BPO teams.
Key Responsibilities
Training Delivery & Facilitation
- Conduct 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.
- Support new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently.
- Facilitate engaging sessions that make complex information accessible and memorable.
Training Needs Analysis & Performance Support
- Identify training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends.
- Translate findings into targeted learning interventions that address root causes of performance gaps.
- Provide 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
- Develop training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements.
- Create content that is clear, practical, and immediately applicable to agent workflows.
- Maintain 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 improve materials based on feedback and performance outcomes.
Assessment, Certification & Reporting
- Administer 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.
- Track training effectiveness by monitoring training outcomes and reporting on attendance, scores, certification readiness, and capability gaps to inform continuous improvement.
- Use assessment data to identify learning opportunities and measure impact.
Stakeholder Partnership & Change Enablement
- Support 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.
- Enable BPO alignment by supporting BPO teams through delivering/rolling out training updates, ensuring consistent knowledge and service standards across partners.
- Partner with stakeholders to ensure training aligns with business priorities and operational needs.
Team Engagement & Learning Culture
- Promote continuous learning by fostering a positive and supportive learning environment that strengthens engagement, motivation, and retention of key knowledge and skills.
- Create training experiences that agents genuinely enjoy and remember.
- Build a culture where learning is valued and celebrated.
Required Skills & 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 improve performance.
- Fluency in English (written and verbal).
Education
- Bachelor's degree in Education, Training & Development, Human Resources, or a related field.
Core Competencies
- Communication Mastery: Excellent verbal and written communication skills with the ability to simplify complex information for different audiences.
- Analytical & Problem-Solving: Ability to interpret performance insights and identify root causes of knowledge/skill gaps.
- Instructional Skills: Strong facilitation capability and knowledge of training best practices (adult learning principles).
- Tool Proficiency: Proficiency in CRM tools and Microsoft Office Suite; comfortable learning new systems quickly.
- Collaboration & Stakeholder Management: Ability to work cross-functionally and support change rollouts with clear, timely learning communications.
- Attention to Detail & Time Management: Strong organization skills to manage training calendars, assessments, and multiple audiences.
- Customer Centricity: Commitment to improving customer outcomes through capability building and consistent service standards.
- Presentation skills that engage and hold attention.
- Ability to design assessments that accurately measure learning.
- Experience working with BPO partners or distributed teams is an advantage.
- Passion for developing people and seeing them succeed.
What Sets You Apart
- You genuinely enjoy teaching and seeing people improve.
- You can take complex processes and make them simple and memorable.
- You're data-driven but human-centered—you use performance metrics to identify needs but design learning experiences that connect with people.
- You're comfortable in front of a room and can adapt your facilitation style to different audiences.
- You see training not as a one-time event but as part of a continuous learning journey.
- You're organized enough to manage multiple training calendars, assessments, and stakeholder requests without dropping balls.
How to Apply
Interested and qualified candidates should apply online by visiting the official M-KOPA application page.
