Job Title: Call Center Quality Assurance Officer (Fresher Jobs)
Organisation: EarthEnable Uganda
Duty Station: Jinja, Uganda
About Organisation:
At EarthEnable, we believe that our clients deserve our very best, that morning high-fives are the best way to start the day, and that the best ideas could come from any part of the company. We celebrate each other’s wins, learn from our setbacks, and are deeply proud of the impact we make every day. We believe that a clean, dust-free floor means more than living in a healthy home. It means pride and dignity in the place our customers most treasure: their homes. Being a part of our team means more than building floors: it means building an organization and building a better future for rural families.
Job Summary: We are hiring a Call Center Quality Assurance Officer to join EarthEnable’s 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 Duties and Responsibilities:
- Conduct structured follow-up calls at set intervals (1 week, 1 month, 6 months, 1-4 years after installation).
- Use non-leading, respectful questions to gauge client experience and satisfaction.
- Capture satisfaction scores and detailed client feedback.
- 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.
- 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.
- Compare what clients were promised versus what was delivered.
- Identify misinformation or delivery gaps and report them weekly to relevant teams.
- Confirm whether clients received floor maintenance training or printed guides.
- Record potential training gaps that could lead to damage or dissatisfaction.
- 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.
- Ask clients the standard NPS question: “How likely are you to recommend EarthEnable to others (0-10)?”
- Log both the score and explanation for analysis and reporting.
- Detect patterns of unethical behavior (e.g., false promises, coercion).
- Report recurring misconduct findings to QA Lead or HR confidentially.
- Use empathetic language and active listening to encourage honest feedback.
- Avoid blame and build trust by reinforcing the goal of improvement.
- Consolidate feedback into themes and trends (e.g., clay consistency, varnish quality).
- Contribute monthly insights to R&D, Operations, and Construction teams.
- Candidate screening tools
Qualifications, Skills and Experience:
- Diploma or bachelor’s degree in Mass Communication, Business Administration or any related field
- Fresh Graduates are encouraged to apply
- 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
- Iteso
- Swahili
- Runyakitara
- Luganda
How to Apply:
Ready to build a lasting impact with us? Please submit your application by 12th December 2025.
Deadline: 12th December 2025
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: associate degree
Work Hours: 8
Experience in Months: no experience required