Quality Manager

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).