Quality Manager - Ghana

About the role

Burn is looking for a Quality Manager in Ghana who will protect portfolio quality through disciplined usage quality controls, quality assurance, recovery execution, robust credit and carbon compliance, and efficient asset recovery processes. The role also drives continuous improvement of collections performance, strengthens risk controls and promotes operational excellence.

Key responsibilities

• Ensure daily usage of induction cookers improves consistently toward the 1.5 kWh target
• Drive 100% carbon compliance by capturing kitchen and cooker photos and completing customer contracts correctly
• Share quality feedback on time, escalate training gaps and apply consequences for repeated mistakes
• Action and measure customer feedback on agent interaction quality, and correct recurring quality issues
• Support the Commercial team in developing quality sales strategies and maintain 100% KLIK compliance
• Plan, coordinate and monitor field recovery and compliance visits; analyse portfolio trends and recommend actions to improve usage and collection
• Prepare and validate field visit budgets, and prepare and submit daily, weekly and monthly usage and recovery reports
• Monitor agent productivity and performance, and recommend improvements
• Ensure field recovery complies with company policies and conduct QA spot checks via call-back and in-person verification
• Identify operational gaps and recommend resource allocation, recruitment or restructuring
• Support monitoring and evaluation frameworks, accurate documentation of recovery and repossessions, and adherence to repossession guidelines
• Coordinate with logistics, sales and credit teams on repossessed assets, support fraud investigations, advise on portfolio risks and promote a compliance culture
• Manage maker-checker controls for visits, repossessions and quality assurance

Required profile

• Bachelor's degree in Business Administration, Finance, Economics, Operations Management or a related field
• 3-5 years of experience in compliance, quality assurance, collections/recovery, field operations or portfolio management
• Experience managing field teams and performance metrics
• Strong reporting, monitoring and evaluation experience

Required skills

• Proficiency in Microsoft Excel and data analysis tools
• Strong reporting, monitoring and evaluation experience