Quality Officer (3-Month Contract) – Kumasi, Ghana

About the role

The Quality Officer will support Burn’s customer engagement, usage monitoring and debt recovery programmes in Kumasi. Working across phone, field and quality‑assurance channels, you will maintain regular contact with customers who have low usage or arrears, aiming to improve usage and collect outstanding balances during a three‑month contract.

Key responsibilities

• Make a minimum of 120 outbound calls per day to follow up on usage, outstanding balances and repayment promises.
• Record customer responses, promises to pay and usage improvement actions in a daily call log.
• Negotiate repayment plans in line with company policy and educate customers on usage, payment channels and consequences of non‑payment.
• Prepare and submit daily call and collections summary reports to the Quality Manager.
• Escalate suspected fraud, falsified accounts or policy breaches immediately.
• Identify customers requiring field visits or repossession and refer them to the Quality Coordinator.
• Maintain a portfolio with less than 20 % migration and achieve a minimum usage of 1 kWh per customer.
• Conduct at least 15 field visits per day, aiming for 10 successful closures on usage or repayment.
• Verify customer location, asset condition and collect payments during visits, following maker‑checker controls for authorised repossessions.
• Document all field visit outcomes in the company system on the same day and submit weekly performance reports.

Required profile

• Ability to handle a high volume of outbound calls and meet daily call targets.
• Strong numeracy and attention to detail for accurate logging and reporting.
• Willingness to travel for field visits and conduct authorised repossessions.
• Capability to achieve set KPIs, including usage targets and collection rates.
• Female candidates are encouraged to apply.

Required skills