• Ensure the daily usage of induction cookers improves consistently toward the 1.5 kWh target.
• Drive 100% carbon compliance by ensuring complete capture of kitchen area photos, induction cooker photos, and correctly completed customer contracts.
• Ensure all quality feedback is shared on time, training gaps are escalated, and appropriate consequences are applied for repeated mistakes occurring two to three times.
• Ensure feedback received from CX on quality of agent interaction is actioned and measured during Quality Officer interactions with customers.
• Correct recurring quality issues, identify training gaps, and recommend consequences where the same mistakes are repeated.
• Support the Commercial team in developing strategies that drive quality sales from the initial customer engagement stage.
• Ensure KLIK compliance is maintained at 100% across all relevant processes.
• Plan, coordinate, and monitor all field recovery and compliance visits to ensure effectiveness.
• Analyse portfolio performance trends and recommend actions to improve Usage and Collection.
• Prepare and validate field visit budgets based on performance outcomes.
• Analyse portfolio and field visit performance trends and flag risks.
• Prepare and submit daily, weekly, and monthly Usage & Recovery performance reports.
• Monitor productivity and performance of compliancy & Recovery agents and recommend improvements.
• Ensure all field recovery activities comply with company policies and procedures.
• Conduct quality assurance and spot/random checks through call-back and In-Person verification of customer visits.
• Identify operational gaps and recommend resource allocation, recruitment, or restructuring.
• Support the design and implementation of monitoring and evaluation frameworks for recovery activities.
• Ensure accurate and timely documentation of recovery activities, usage activities and repossessions in company systems.
• Monitor repossession activities to ensure adherence to approved guidelines and targets.
• Coordinate with logistics, sales, and credit teams to ensure proper tracking and reconciliation of repossessed assets.
• Support investigations of complex or high-risk accounts and fraud suspects.
• Advise business teams on usage and portfolio risks and recommend corrective recovery strategies.
• Promote strong compliance and credit discipline culture across field operations.
• Coordinate write-offs, repossession tracking, fraud investigations, and customer payment and usage initiatives.
• Implement maker-checker controls for visits, repossessions, and quality assurance.

Skills and Requirements

• Bachelor’s degree in business administration, Finance, Economics, Operations Management, or a related field.
• 3-5 years' experience in compliance, quality assurance, collections/recovery, field operations, or portfolio management.
• Strong reporting, monitoring, and evaluation experience.
• Proficiency in Microsoft Excel and data analysis tools.
• Experience managing field teams and performance metrics.