Contact Center Trainer - eMobility at 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.

• 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

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