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.
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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