Retail Quality Analyst Hybrid

Role Overview
As Retail Quality Analyst, you’ll monitor and evaluate the quality of inventory management, customer experience, service delivery, and operational compliance across M-KOPA’s retail network in Lagos State. You’ll assess Freshdesk adherence, track inventory processes, evaluate customer interactions, and identify skill or knowledge gaps. You’ll provide regular quality feedback, recommend improvements, monitor KYC processes, and collaborate with training teams to drive compliance and service excellence. This role directly shapes how 7 million customers experience M-KOPA’s retail operations.

About Us

M-KOPA is a financial technology company protecting financial access for 7 million customers across Africa. We’ve unlocked $2+ billion in credit for people who’d never accessed formal financial services. We’ve contributed $45 million in taxes to African economies, assembled 2 million smartphones in Kenya, and financed 4,000+ e-motorbikes—saving riders an average of $5.62 daily.

We’re deliberately scaling our retail quality infrastructure across Nigeria. We need analysts who understand that maintaining quality standards here means protecting something different: customers building trust in a system designed for their economic empowerment.

This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.

What You’ll Do

• Monitor and evaluate inventory management processes – stock received, issuance on First-In-First-Out basis, returns routing, Min-Max and Aged stock adherence.
• Evaluate Freshdesk operations for process adherence, proper dispositions, and consistent customer communication via SMS.
• Track screen coverage collection speed and One-off eligibility criteria.
• Monitor KYC verification processes at retail points.
• Identify gaps in product knowledge, process execution, or service delivery.
• Evaluate customer interactions against service standards and provide detailed quality feedback.
• Collaborate with training teams to address identified skill gaps. Report insights and recommend areas of improvement. Monitor swap processes for strict criteria adherence.

What You’ll Need

• Demonstrable experience in field office, customer care, sales, or retail operations; you’ve monitored quality, evaluated processes, and driven service standards.
• Diploma or Degree in Customer Service, Inventory Management, or related field. Tertiary training in customer-facing operations is valuable.
• Strong technical knowledge of inventory management, reverse logistics, and retail systems. Proficiency in Excel and PowerPoint for data analysis and reporting.
• Excellent interpersonal skills – you communicate clearly in writing and verbally, listen well, and build relationships with diverse retail teams.
• Detail-oriented and compliance-focused – you catch inconsistencies, track adherence to policies, and drive operational excellence.