Telesales – Training and Quality Assurance Lead at M-KOPA Nigeria | Jobs in Nigeria

We are recruiting to fill the position below:

Job Title: Telesales – Training and Quality Assurance Lead

Location: Lagos
Employment type: Full time
Work type: Hybrid
Department: Fintech – Customer Retention

Description

• Join the Telesales team as a Telesales – Training and Quality Assurance Lead, where our core values of humility and excellence steer us towards success.

Job Purpose

• We are looking for someone experienced to lead our Telesales Quality Assurance (QA) & Training team.
• You will ensure our telesales work well by keeping an eye on things, training our staff, and making sure our standards stay high.
• We’re looking for someone who can lead, knows about quality assurance, and has a background in training for telesales.

What You Will Do
Training & Development:

• Design and deliver comprehensive training programs for new and existing Telesales representatives.
• Develop and facilitate ongoing training sessions on product knowledge, sales techniques, and customer service best practices.
• Identify skill gaps and create targeted training initiatives to address such gaps improving sales and overall team performance.
• Collaborate with the Telesales team lead to ensure sales scripts, objection-handling strategies, and closing techniques are up-to-date and effective.
• Stay updated with industry trends and incorporate best practices into training programs.
• Track and analyze training effectiveness and make data-driven improvements.

Quality Assurance & Performance Training:

• Conduct regular call monitoring and evaluate Telesales representatives based on key performance indicators (KPIs) such as script compliance, pitch, and adherence to quality standards.
• Provide detailed feedback on individual and overall team performance to guide the Telesales team lead on coaching the team.
• Track and analyse trends from call evaluations to identify areas of improvement and
• training needs to address them.
• Ensure compliance with company policies, industry regulations, ethical sales and global best practices.
• Identify common sales challenges faced by Telesales representatives and recommend solutions to improve conversion.

Process Improvement, Reporting & Compliance:

• Generate and maintain quality assurance reports to track team performance over time.
• Work closely with the Telesales team lead to identify skill gaps and implement targeted improvement strategies.
• Recommend process enhancements and best practices to optimize Telesales efficiency and customer retention.
• Collaborate with management to set quality benchmarks and ensure continuous improvement.
• Provide insights on common customer concerns and recommend adjustments to call scripts, sales pitch and overall strategies.
• Monitor customer feedback and complaints trends and recommend proactive measures to address them.

Requirements
What we are looking for:

• Experience: Minimum 3-5 years in a training & quality assurance or similar roles within Telesales, contact centres, or financial services (mobile phone financing experience is a plus).
• Communication: Excellent verbal and written communication skills, with the ability to coach and motivate a team effectively.
• Analytical Skills: Ability to analyze performance data, identify trends, and provide actionable recommendations.
• Training Expertise: Experience developing and delivering sales and customer service training programs.
• Quality Assurance: Strong understanding of QA methodologies, compliance requirements, and sales best practices.
• Technical Proficiency: Familiarity with CRM systems, call monitoring tools, and Microsoft Office Suite (Excel, PowerPoint, etc.).
• Problem-Solving: Ability to address performance challenges with strategic training interventions.
• Attention to Detail: Strong focus on maintaining high-quality standards and compliance adherence.