Call Center Quality Assurance (QA) Officer

Job Title: Call Center Quality Assurance (QA) Officer

Company: EarthEnable

Reports To: Global Senior Quality Assurance Manager

Location: Jinja, Uganda (office-based with remote client engagement)

About EarthEnable:

EarthEnable is transforming how people live by making homes healthier for families across rural Rwanda, Kenya and Uganda and helping to reduce the polluting impact of the building industry on the environment. Most Ugandans live in homes with dirt floors that are dusty, unsanitary, and fertile breeding grounds for parasites and germs. While replacing a dirt floor with concrete has significant health benefits (e.g., reducing diarrhea by 50% and parasitic infections by 80%), concrete is unaffordable for many who need it and is a huge contributor to global pollution.

To counter the environmental and affordability issues surrounding concrete, EarthEnable has spent the past 8+ years developing and selling high-quality, earthen floors and plasters that are 80% cheaper than concrete with 90% less embodied energy.

About the Role

We are hiring a Call Center Quality Assurance Officer to join EarthEnables growing QA team. This role focuses on gathering truthful, unbiased feedback from clients after service delivery, not to make a sale, but to verify impact, detect issues, and strengthen trust.

As a Call Center Quality Assurance Officer, you will conduct post-installation calls, track how our products perform over time, and identify both problems and opportunities for improvement. You will play a key role in ensuring that EarthEnable delivers not just a floor, plaster or paint, but a long-term promise of better living conditions.

Key Responsibilities

Customer Satisfaction Monitoring

• Conduct structured follow-up calls at set intervals (1 week, 1 month, 6 months, 14 years after installation).
• Use non-leading, respectful questions to gauge client experience and satisfaction.
• Capture satisfaction scores and detailed client feedback.

Product and Service Quality Tracking

• Monitor long-term performance of floors and plasters (e.g., peeling, cracking, fading).
• Tag product types during interviews and track quality trends by region and timeline.

Complaint Escalation

• Detect and escalate urgent complaints (e.g., unfinished work, high client frustration). 
• Follow a defined escalation chain (QA Officer QA JM Region CO Management) within 24 hours.

Service Verification

• Compare what clients were promised versus what was delivered.
• Identify misinformation or delivery gaps and report them weekly to relevant teams.

Training Feedback Collection

• Confirm whether clients received floor maintenance training or printed guides.
• Record potential training gaps that could lead to damage or dissatisfaction.

Monitoring & Evaluation (M&E) Reporting

• Accurately enter and code client ratings into digital systems (Google Sheets, apps, etc.).
• Submit weekly clean reports tagged with region, product type, and key themes.

Net Promoter Score (NPS)

• Ask clients the standard NPS question: How likely are you to recommend EarthEnable to others (010)?
• Log both the score and explanation for analysis and reporting.

Soft Audits (Sales & Field Team Misconduct Reporting)

• Detect patterns of unethical behavior (e.g., false promises, coercion).
• Report recurring misconduct findings to QA Lead or HR confidentially.

Handling Sensitive Clients

• Use empathetic language and active listening to encourage honest feedback.
• Avoid blame and build trust by reinforcing the goal of improvement.

Support for Product Development 

• Consolidate feedback into themes and trends (e.g., clay consistency, varnish quality).
• Contribute monthly insights to R&D, Operations, and Construction teams.

Must-Have Qualifications

• Diploma or bachelors degree in Mass Communication, Business Administration or any related field
• 1+ years of experience in a call center, research, or customer engagement role.
• Strong written and verbal communication in English and at least one local language.
• Comfort with structured data entry and tools such as Google Sheets.
• Discretion and professionalism in handling sensitive information.

Nice-to-Have Qualifications

• Experience with social enterprises or customer feedback systems.
• Prior exposure to M&E practices, NPS scoring, and quality audits, with relevant certifications.
• Familiarity with basic housing or construction concepts (not required, but beneficial).

Nice to Know Languages

• Runyoro
• Lutoro
• Runyankole
• Luganda

Our Values
At EarthEnable, we lead with integrity, accountability, and empathy. This role is foundational to our commitment to client satisfaction and long-term product excellence. We are looking for someone who listens well, reports honestly, and contributes to continuous improvement across the company.