Quality Officer - Kumasi , Ghana, 3 Months Contract

_About the role: _

_Burn is looking forQuality 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)._