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| M-Kopa |
Customer Care Trainer Job Post
Location: Jobs in Uganda 2025 - 2026
Work Hours: Full-time, 08 hours per day
Salary:
UGX
No. of vacancies: 01
Deadline: May 27 2025
Hiring Organization: M-Kopa
Job Details:
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.
Job Purpose
As a Customer Care Trainer, your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products, and processes in line with the company’s overall customer care strategic objectives.
Key Responsibilities
- Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities.
- Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training.
- The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
- Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter.
- Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills.
- Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
- Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions.
- Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
- Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country.
- Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.
This is a hybrid role reporting to the Customer Care Training Manager.
Expertise
- Bachelor’s degree in any field or equivalent experience
- Have a minimum of 3 years of professional experience in Customer Care
- Have a minimum of 2 years of professional experience as a Trainer
- Computer literacy with a bias towards Excel and PowerPoint
- Good understanding of call center operations and metrics
- Knowledge of the company’s products & processes
- Able to assess training needs
- Can communicate and articulate issues clearly
- Creative thinker
Application procedure
Interested in applying for this job? Click here
Date Posted: 2025-05-13
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