Quality Officer - Kumasi , Ghana, 3 Months Contract at BURN · Kumasi

About the role: Burn is looking for Quality Officer to drive customer engagement, Usage and debt recovery across phone, field, and quality-assurance channels maintaining consistent telephone contact with customers with poor usage and in arrears to recover outstanding balances (conducting field visits and repossessions for non-responsive customers and performing quality checks on recovery activities while supporting the Quality Manager in achieving portfolio quality (RE & Usage), collections, and compliance targets.**

Please note this is a 3 month contract role.

Duties and responsibilities Call a minimum of 120 customers per day to follow up on USAGE, outstanding balances and request repayment. • Maintain an accurate, up-to-date daily call log recording customer responses, promises to pay, how to improve usage and reasons for non-payment. • Negotiate realistic repayment plans with customers in arrears in line with company policy. • Follow up on Low Usage and broken payment promises through repeat calls within agreed timelines. • Educate customers on USAGE, payment channels, due dates, and consequences of continued nonpayment and non–usage. • Prepare and submit a daily call and collections summary report to the Quality Manager. • Escalate suspected fraud, falsified accounts, or policy breaches immediately. • Identify customers who may require escalation, a field visit, or repossession and refer them to the Quality Coordinator. • Maintain a portfolio with minimal <20% Migration • Maintain usage with a minimal 1kwh

Field visits • Conduct field visits to customers who have not responded to telephone follow-up or Low USAGE and settled outstanding balances • For Field visits ensure perusing 15+ Visits on a field day with 10+ Successfully closed on usage and repayments. • Verify customer location, business/residence status, and asset condition during visits. • Negotiate and collect payments, emphasize IDC USAGE in the field in line with approved recovery procedures and ensure repayment and IDC usage training before leaving. • Priorities ensuring customers pay all their arrears in a timely manner and start using the IDC. • Conduct authorized IDC repossessions in line with maker-checker controls, ensuring repossessed units are properly handed over, tagged, and tracked by the logistics/sales team. • Accurately document every field visit outcome (USAGE improvement, payment collected, promise made, repossession, or no contact) in company systems on the same day. • Submit daily and weekly field visits performance reports on USAGE and recovery.

Key Performance Indicators (KPIs) • Minimum of 120 outbound customer calls completed per day. • Achieve set weekly not less than 0.8Kwh usage initially then to grow past 1.2kWH, and not less than 85% exit RE and <1% FPDs. • Complete at least 95% of the daily target of 10 household visits for field tasks. • Call log and system updates completed with 100% same-day accuracy.

Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).