Job Description
We are looking for a Mobility Contact Center Trainer to design, deliver, and manage comprehensive training programs for our contact center team as we continue to scale our Mobility division across Kenya.
"This role offers the opportunity to shape how our agents learn and perform — from onboarding new hires to upskilling existing teams across Customer Care, CPM, and Operations. If you're a skilled facilitator who combines strong instructional design instincts with a genuine passion for people development, this role is for you."
About Us
M-KOPA's Mobility division is transforming urban transport by making motorcycles and electric vehicles accessible and affordable for everyday earners. Our contact center is central to delivering the customer experience that keeps our business growing. You'll work in a fast-paced, collaborative environment where training quality directly translates to frontline performance and customer satisfaction.
What You'll Do
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
This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Care Manager.
Expertise
Minimum 3 years of training experience within a contact centre environment
Demonstrated ability to design and deliver engaging training content across multiple formats
Experience with virtual training tools such as Zoom or Microsoft Teams
Familiarity with contact centre systems — CRM, telephony, and quality monitoring tools
Ability to create multimedia training content including videos, interactive modules, and job aids
If the above is of interest to you, please apply.
Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.