Coordinator: M-pesa training and testing Full-Time

Provide total testing coverage and M-pesa training to Customer care, retail and Business customers (C2B, B2C and aggregator Head Office).

Key accountabilities and decision ownership:

• Ensure that all Customer Service, retail and Business (C2B, B2C and aggregators HO) staff are trained on M-Pesa products and service to an appropriate level;
• Daily execute and log the tests, evaluate the results and document problems found;
• Evaluate effectiveness of training and modify materials as appropriate;
• Explore efficiently  the different training models (In-class; e-learning and on-job);
• Engage with Call Centre retail and business customers to identify training needs;

Key performance indicators:

• 100% delivery of training needs to Customer Care agents; Retail assistants and Business Customers;
• 50% of the total training hours, to be filled by e-learning sessions;
• 30% in class;
• 20% On-Job;
• 100% Daily tests of all M-Pesa products.

Core competencies, knowledge and experience:

• Strong interpersonal skills;
• Effective communication skills;
• Planning and organization skill;
• Conflict management skills.

Must have technical/ professional qualifications:

• A degree in Education, Business Management or relevant area;
• Strong Customer Service background (at least 3 years);
• Bi-lingual communication, written and spoken (Portuguese and English);
• Knowledge of M-pesa products and services Scheduling and training design.