Retail Quality Analyst - Lagos
We are looking for a Retail Quality Analyst to join our Retail Team, as we scale up and drive digital and financial inclusion across our markets.
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.
The Reality
This role requires precision and persistence. You'll travel within Lagos State to conduct quality assessments. You'll manage multiple monitoring systems simultaneously (M-KOPA.net, Freshdesk, KYC processes). You'll navigate retail environments with competing operational demands.
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 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 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.