Quality Officer - Kumasi , Ghana, 3 Months Contract
Kumasi, Kumasi, Ghana
Contracted
Mid Level
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.
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).
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).
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