Job Title: Telesales Training Specialist
Organisation: M-KOPA
Duty Station: Kampala, Uganda
About Organisation:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: We are looking for a Telesales Trainer to join our Customer Retention group, as we scale up and drive digital and financial inclusion across our markets.
Job Purpose
In this role, you will lead the design, delivery, and continuous improvement of impactful training programs to equip our Telesales team with the skills they need to thrive. You will also support Quality Assurance (QA) efforts by ensuring high standards of performance, compliance, and customer engagement.
Key Duties and Responsibilities:
- Design and deliver comprehensive onboarding and refresher training for new and existing Telesales Representatives.
- Develop engaging training content on product knowledge, sales techniques, objection handling, and customer service best practices.
- Identify skill gaps through performance analysis and deliver targeted training to improve sales outcomes.
- Facilitate dynamic Train-the-Trainer (TOT) sessions and conduct regular knowledge reinforcement follow-ups.
- Continuously update training materials to align with current sales strategies, market trends, and product changes.
- Measure training effectiveness and make data-driven improvements.
- Develop and maintain training performance reports to track progress and impact.
- Recommend process enhancements, script adjustments, and sales strategies based on training insights.
- Collaborate with key stakeholders to set and maintain high-quality benchmarks for the telesales function.
Qualifications, Skills and Experience:
- Experience: Minimum 3-5 years in telesales, contact centres, or training and quality assurance roles.
- Training Expertise: Strong background in designing, facilitating, and improving sales training programs.
- Sales Acumen: Proven success in the sales process with the ability to coach others to achieve targets.
- Communication: Excellent verbal and written communication skills; ability to inspire and motivate teams.
- Analytical Skills: Strong ability to interpret performance data and provide actionable recommendations.
- Technical Proficiency: Familiar with CRM systems, call monitoring tools, Microsoft Office (Excel, Word, PowerPoint).
How to Apply:
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
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