Quality Assurance & Learning Team Manager

What you will be expected to do:

• Oversee the daily functions of the QA and Learning team to ensure effective execution of quality evaluations, coaching, and training delivery.
• Manage team headcount, coordinate hiring needs, and oversee recruitment processes in coordination with HR and the QA & Learning Manager, Africa.
• Coordinate the onboarding and integration of new quality assessors, ensuring they are adequately trained and supported.
• Provide day-to-day guidance, performance tracking, and development planning for assessors.

• Facilitate and coordinate new hire onboarding sessions, especially during large-scale intakes.
• Ensure learning content and delivery are aligned with QA insights and business priorities.
• Work with trainers and assessors to tailor interventions based on observed performance trends.

• Monitor QA results and performance metrics, ensuring regular reviews and reporting to identify trends and improvement areas.
• Develop and implement strategies to improve compliance across markets, ensuring alignment with customer experience standards.
• Organise periodic calibration and feedback sessions with supervisors to drive quality consistency.

• Work with key business stakeholders to identify opportunities for improvement, efficiency, and change delivery.
• Provide insights and recommendations to improve customer experience based on quality data and learning feedback.
• Participate in cross-functional meetings to align QA and learning priorities with evolving business needs.
• Support the Head of QA & Learning by implementing stakeholder-aligned initiatives and reporting on execution progress.

• Ensure ongoing performance engagement with both customer service agents and QA assessors.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.

You might be a strong candidate if you

• Bachelor’s degree in Business Administration, Human Resource Management, Education, Communications, Customer Service Management, or a related field.
• Minimum of 2–3 years’ experience in quality assurance, training, or people management within a call centre or customer service environment.
• Strong understanding of QA frameworks, customer service standards, call monitoring methodologies, and adult learning practices.
• Experience managing and developing teams, including performance management, coaching, and employee development.
• Excellent analytical, communication, stakeholder engagement, and performance management skills, with proficiency in QA platforms, CRM systems, and Microsoft Office applications.

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.

About
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection.Sun King has built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones. Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright.Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.