Design, deploy, and manage scalable, secure, and highly available infrastructure on AWS, Hetzner and, k8s.
Maintain and optimize Kubernetes clusters and containerized applications.
Implement and manage Infrastructure as Code (IaC), using Terrafom, ansible, or similar tools.

Own yearly budgeting, reforecasting and financial modeling for 3 PAYGO and minigrid markets.
Develop and manage datasets, reports and analysis to ensure that country and global teams have access to the data and insights that they need to make key business decisions.
Lead the development of new EEA processes, analyses and tools to support operations at the country and global level.
Develop... EEA’s financial model (Vena) as well as models for standalone projects to ensure accurate and data-driven forecasting.
Analyze financial and business data to drive improvements on sales, pricing, risk management and cost efficiency.
Leverage strong country-team relationships and communication skills to support countries in meeting their financial targets. more

Creating a Positive Customer Experience
Make outgoing calls to EEA customers to attain given work targets
Be empathetic and compassionate while dealing and managing customers complaints
Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with EEA.
Exercise patience with customers and make sure to follow up on all customer... issues until they are fully resolved.
Endeavor to give all EEA customers great end to end customer experience
Relationship management to increase client retention
Always enter accurate and honest information into the EEA data systems.
Capture data of high quality that can be used to better serve our customers. more

Job Purpose/Mission 

Call Center Quality Assurance Officer is responsible for a team of call center executives. QA’s ensure call center executives provide excellent customer service to customers. QA makes sure call center employees give accurate information in a courteous and professional manner by assessing both live and recorded calls and scoring them by using a defined scorecard. This role... offers an excellent opportunity to self-challenge, drive results with excellence and innovate within the confines of a fast-growing start-up organization.

Call center Quality assurance Team is responsible with providing calibrations training on the overall calls quality and scripts standards within the call center and ensures representatives are providing thorough and accurate information; resolve issues to a high standard of customer satisfaction and practice First Contact Resolution (FCR) all times. Quality Assessor/s (QA) monitors Customer Call Centre Executives during in/outbound calls and assesses them for adherence to call processes, technical accuracy and overall delivery of customer service excellence. Further, QA provides an advanced call quality assessment and reporting overview which supports the department in accurately targeting effective coaching and training methods. The QA also analyze call center trends with the support of IT and Senior Data Analyst

Responsibilities


Develop and implement call quality processes and standards designed to improve the overall ENGIE Energy Access customer experience
Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met
Provide objective assessment of Call Centre Officers compliance of process and adherence to procedures for calls with customers
Use the quality call management tool to compile and provide performance review reports
Design and implement training sessions for weak areas of Call Centre Agents, and conduct 1:1 coaching session
Use the feedback mechanism to motivate executives via daily mail.
Ensure call center has standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
Provide Team support which includes:

Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
 Develop a weekly plan with the Quality Team to improve call quality amongst representatives
Escalate any roadblocks to supervisor immediately
Implement ideas for creating a professional, motivating and fun working environment within the call centre


Perform Quality Assurance Evaluations
Develop evaluation programs and Communicate performance standards and metrics to the team
Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
Monitoring agent’s performance to deliver valuable data that can help with the modification of agent behaviour, sales performance, and improving customer experience
Ensure customer reports are logged in Solar Hub immediately.
Monitor representative calls and assignments Management
Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
Assess representative performance based on required quality standards and protocols.
Conduct 1-on-1 quality feedback sessions with Vall Centre executives if need be
Coach Call Centre executives to achieve the required quality standards and daily metrics through set call protocols and system processes.
Mentor and support call Centre executives to effectively serve customers.
Evaluate Call Centre executive quality performance, and enact appropriate disciplinary procedures when required


Knowledge and skills 

Experience:


Minimum of 3 years of experience performing Quality Assurance in a contact center environment in multiple channels (phone, chat, e-mail, social media).
Experience developing and implementing QA programs highly preferred
Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
Exceptional listening and analytical skills
Telemarketing/S Sales force experience in financial sector preferred
Good knowledge of MS Office
Good knowledge of new products on the market in the area of marketing (including digital marketing)
High energy and enthusiasm
Experience in financial services a plus
Passion for ENGIE Energy Access´s vision to plug in the world


Qualifications:


Bachelor’s degree in a Business related field  or any other related field.


Language(s): 


English
Kiswahili


Technology:


Computer literacy, particularly good working knowledge of Microsoft Excel. more

Job Purpose/Mission

The role holder is responsible for offer training in support of the Sales Division’s efforts in achieving key performance goals. Regarding the boarding of new agents, training of existing agents, they are expected to train and educate sales staff from the point of their initial hire and on a continuous, ongoing basis. They are responsible for training all departmental system... procedures and policies, identifying any issues with training methods and make suggestions for improvements as needed.

Responsibilities


Analyze day to day needs for training in the sales team.
Conduct and support customer education clinics
Develop Regional material required for training in line with company policy.
Conduct training sessions for new and current sales personnel and develop individualized training plans for underperforming salespersons.
Develop new approaches and techniques for making improvements in training programs.
Collect feedback from the commercial team leads and trainees and identify the issues they had during the training process.
Measure the performance of trainees after the session.
Recruitment and support the hiring of new sales force with the regional commercial teams.
Coordinate with external trainers and Regional Manager.
Maintain and update records of training material and training sessions.
Schedule orientations and related training events for new individuals and teams within the region
Observe sales encounters and determine the training needs for individuals and/or sales teams.
Recommend budget for training events and monitor costs during the program.
Stay updated with current market trends and the changing demands of the regional sales environment.


Knowledge and Skills

Experience:


Minimum of 2 years work experience in Training.
Good Analytical skills, presentation skills, communication, and organization skills.
Proven record of explaining complex subjects in simple ways.
Computer literate with Microsoft Office, Power Point, Excel, and Ms Word [Fully computer-literate]
Proven team player


Qualifications:


Bachelor’s Degree in Education, or other related fields.


Language(s): 


English
A Local language is a plus


Technology:


Experience in Microsoft Suites more

The Zonal Sales and Collection Officer will be responsible for recruitment, retention and training of agents and support the zonal sales and collection manager in sales and collection.

Responsibilities


Trainings of agents within the zones.
Conduct and support customer education clinics within the zone.
Develop individualized training plans for underperforming agents through trade... accompaniment.
Develop new approaches and techniques for making improvements in training programs.
Measure the performance of trainees after the session.
Screen and recruit agents that have a commercial and Credit (collection) Personality.
Support the update of training materials.
Maintain and update records of training sessions.
Schedule training of new and old agents.
Stay updated with current market trends and the changing demands of the zone sale environment.
Support the zonal sales and collection manager in the management of the sales and collection agents, and area agent leads in the sales and collection activities to deliver targets.
Working with tight deadlines and providing valuable input on projects to enhance and customize training processes to exceed operational needs.
Diligently provide regular detailed status reports to your team while providing recommendations on corrective action if deliverables are in jeopardy


Knowledge and Skills

Experience:


3 years’ experience within service subscription industry/Micro Finance/Asset financing leading a team.
Sales Success Track record
Loan Sales & Portfolio Management experience
Experience in the development of Sales Strategies and loan collection strategies
Computer skills in a Microsoft Windows environment
Good oral and written communication
Experienced at multitasking under pressure against demands and deadlines, whilst always maintaining a positive and constructive attitude and demeanor
Evidence of the practice of a high level of integrity, professionalism, confidentiality and maturity
Flexible approach to working, able to pick up a variety of tasks/projects with minimal supervision
Excellent organizational skills and attention to detail
Agility and innovation


Qualifications:


Diploma/Bachelor’s degree. more

Responsibilities


To observe and record 100% accuracy handover per shop, For each handover, all relevant documents (corresponding customer contract, proof of ID, customer declaration form etc.) are scanned & uploaded per customer via Mtawi
Physical stock counting (daily) and reconciling physical stock with stock levels on Tally software system.
Matching of expected and submitted... inventory, matching of stock figures (DB/Tally) and the physical stock count.
Coordinating submission of daily/weekly reports of return and repairs within the responsible regions per Service Center
Ensure customer education is highly conducted to promote customer satisfaction and Explaining after-sales service to the customer.
Correctly transacting and tracking all incoming and outgoing inventory to ensure accurate stock levels are consistently maintained on Tally software system.
Contribute to 10% of sales target as per the hub distribution and handle all walk-in customers at the Service Centers.
Ensuring all licenses and regulatory data is up to date and correctly displayed as per the QA management policy.
Fully implement the FIFO methodology within the Service Centers
Display systems to be presentable, complete, clean, and working at any time.
Achieve financial reporting on Service Center expenses month by month per region and as per the assigned Service Center.
Storage room setup (proper arrangements of items, labelling, separation of spare parts (used and broken).
Organizing all documents in designated folders (logistics documents and customer contracts)
Gathering a benchmark data for assessment purpose and analysis of causes of portfolio deterioration.
Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
Displaying Mobisol SHS and appliances as instructed and ensuring a shop appearance in line with Service Center related guidelines.


Knowledge and skills 

Experience:


2 years’ experience in stock Management and customer service.
Experience in customer relationship management.
Team Player


Qualifications:


Be a holder of a diploma, preferably in Business, Logistics and its related fields more

Job Purpose/Mission  

To review all loan request that come in daily, assessing customers financial status and willingness and evaluating their creditworthiness and risk.   

 Responsibilities: - 


Support the CF team on collecting accurate customer information. By checking KYC is correctly filled, original ID is captured, Current Customer Photo, Customers house photo.   
Analysis... Customer financial status by checking their Mpesa/bank statement and advising on the loans they can qualify.   
Assessing customer financial and personal details about the ability to repay the acquired loan using the NAM tool.  
Taking the customer through the current payments terms again and giving them the terms and conditions governing the acquired loan.   
Communicate the assessment results to the applicants and sales team.   
Ensure all applied customers are assessed within 30mins.  
Solving customer Assessment cases created by the Customer care team.   
100% Adherence to shift schedule to support commercial team.  
Payoff off the customer cleared accounts.  
Crediting all CRC payments daily.  


Knowledge and skills  

  Experience: 


Customer relationship management  
Previous experience of assessment from a reputable institution dealing with loans.   
Team player, Flexible, eager to learn and problem-solving individual.  
Computer Literacy, good working skills on Microsoft excel.  
Self-starter with a passion for Mysol and its mission to plug in the world.   


Qualifications: 


Holder of bachelor’s degree in business administration or any other related field  
1-year Previous experience in customer assessment, preferably Microfinance Institution.  


Language(s):  


English  
Kiswahili  
1 local language is an added advantage.  


 Technology: 


Experience in technology required for the role. more

Job Purpose/Mission 

The Loan Recovery Intern is responsible for the receivables risk management (RRM). This includes among others, Portfolio Management and Loan Workouts.

Responsibilities


Carrying out customer work-out, including the following work-out categories to be applied to customers in late repayment through calling clients who are in early non repayment categories.
Ensure... proper documentation of open loan cases.
Ensure customers are paying on time in assigned loan portfolio
Negotiate with non-paying clients and give them solutions to bring them back on track to repayments through rescheduling.
Recommend and work with external service providers on portfolio management by escalating repossession cases.
Customer education to customers on impact on loan non-repayments.
Supporting the analysis of causes for portfolio deteriorations
Providing regular portfolio, compliance and routine report to the Loan Recovery Team Leader.
Restructure loan repayment plan from delinquent clients as per policy and procedure


Knowledge and skills 

Experience:


Experience in customer relationship management 
Team player 
Computer literacy, particularly good working knowledge of Microsoft Excel
Self-starter with a passion for the role and EEA’s mission to plug in the world.


Qualifications:


Holder of Bachelor’s Degree in Business Administration or any other related field
1-year Previous experience in loan recovery preferably in a call center setting.


Language(s): 


English
Kiswahili


 Technology:


Experience in technology required for the role more

An Internal Controller is responsible for evaluating, monitoring, and improving the effectiveness of internal controls and risk management processes within EEA Uganda to safeguard assets, ensure compliance and mitigate risks.

Define, based on the guidelines of the governing bodies, the organization of the internal control system.
Participate in the provision of an internal control framework... (INCOME) and methodological guides. Ensure that it is kept up to date.
Will prepare and own the Quarterly Risk Committee and the Fortnightly Ethics Committee more