Quality Manager- Ghana

About The Role

Burn is looking for a Quality Manager who will protect portfolio quality through disciplined usage quality controls, quality assurance, recovery execution, robust credit compliance, carbon compliance, and efficient asset recovery processes, while continuously improving collections performance, strengthening risk controls, and driving operational excellence.

Duties And Responsibilities

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

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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