Customer Care Trainer - Accra

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A CUSTOMER CARE TRAINER TO JOIN OUR CUSTOMER CARE GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] This role offers the opportunity to shape how hundreds of Customer Care agents deliver exceptional support to millions of M-KOPA customers. You'll facilitate training programs, develop learning materials, and identify skills gaps that improve agent performance and customer outcomes. You'll ensure agents—both in-house and BPO—have the product knowledge, system proficiency, and customer handling skills needed to deliver excellent support. Working with talented teams across Quality Assurance, Team Leaders, Product, Tech, Projects, and BPO partners, you'll be the capability builder who translates change into readiness and transforms training into tangible performance improvement. ABOUT US We foster a culture where continuous learning meets performance excellence. Our team values practical training that sticks, coaching that transforms performance, and learning environments that engage and motivate. You'll be empowered to develop materials, facilitate sessions, and partner with stakeholders to ensure every agent is equipped to deliver world-class customer service, working in a dynamic environment where your training directly contributes to customer satisfaction and operational success. At M-KOPA, our Customer Care Trainers aren't just delivering sessions—they're building capability at scale, creating learning experiences that empower agents, and ensuring consistent service standards that reflect our commitment to upgrading lives across Africa. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/1d6a34b9-74d6-43c2-91eb-dc1b64320ccf/Image%202.jpg] This is a hybrid role, working from our offices in Accra, Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Global Head Customer Support IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: Training Delivery & Facilitation - Conducting 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 - Supporting new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently - Facilitating engaging sessions that make complex information accessible and memorable Training Needs Analysis & Performance Support - Identifying training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends - Translating findings into targeted learning interventions that address root causes of performance gaps - Providing 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 - Developing training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements - Creating content that is clear, practical, and immediately applicable to agent workflows - Maintaining 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 improving materials based on feedback and performance outcomes Assessment, Certification & Reporting - Administering monthly assessments by developing questions and managing end-to-end q