Call Center Quality Analyst at SunCulture Kenya Ltd
Position: Call Center Quality Analyst
Reporting to: HOD Customer Service
Location: Nairobi, Kenya
Role type: Full Time
About SunCulture:
Founded in 2012, SunCulture’s Vision is to build a world
where people take control of their environment in rewarding and sustainable
ways. SunCulture does this by developing and commercialising life changing
technology that solves the biggest daily challenges for the world’s 570 million
smallholder farming households. We are the largest distributor of solar water
pumps / solar irrigation for smallholder farmers in Africa and were selected by
Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a
good explainer video recently made by CNBC.
Over the last 5 years the company has grown significantly and now employs 400+
people around the world.
About the role:
The Call Center Quality Analyst(QA) is responsible for
assessing the quality of the performance of the call center teams dealing with
our existing and potential customers. The QA will monitor the inbound and
outbound call and email and Social Media responses to assess the team members’
demeanor, technical knowledge on products and processes, customer service
performance, and conformity to company policies and procedures. This individual
will assist in developing, implementing and assessing call center quality
processes and procedures; as well as making recommendations on training to be
done in order to improve the overall SunCulture customer experience.
Key Responsibilities:
- Conduct
regular evaluations of inbound and outbound calls, assessing adherence to
scripts, policies, and procedures.
- Evaluate
customer service representatives’ performance using predefined quality
metrics.
- Identify
trends and patterns in customer interactions to pinpoint areas for
improvement.
- Provide
constructive feedback to enhance communication, problem-solving, and
customer interaction skills.
- Collaborate
with supervisors to implement targeted coaching and training sessions
based on identified improvement areas.
- Create
personalized improvement plans for representatives to address specific
performance gaps.
- Utilize
call center software and quality monitoring tools to analyze trends and
identify process improvement opportunities.
- Prepare
and present reports summarizing key quality metrics and performance trends
to management, ensuring alignment with industry standards and best
practices.
Does this sound like you?
- Relevant
Bachelor’s degree
- At
least 3 years in a call center with experience as a Quality Analyst
- Familiarity
with call center operations, processes, and customer service principles.
- Excellent
attention to detail and strong analytical skills.
- Effective
written and verbal communication skills
- Proficiency
in using call monitoring and quality management tools.
- Critical
thinker with a proactive approach to problem-solving.
- Ability
to work independently and as part of a collaborative team.
- Strong
organizational skills and the ability to manage multiple priorities.
Credit Administrator at SunCulture Kenya Ltd
About the role:
The Credit Administrator will be responsible for managing
the credit assessment and approval process, ensuring compliance with company
policies and regulatory requirements. The ideal candidate will possess strong
analytical skills, attention to detail, and the ability to communicate
effectively with internal teams and external stakeholders.
Key Responsibilities:
- Conduct
thorough credit assessments of new and existing customers, including
analysis of financial statements, credit reports, and other relevant
information.
- Evaluate
creditworthiness and establish appropriate credit limits and terms for
customers.
- Monitor
and manage customer accounts to ensure timely payment and adherence to
credit terms.
- Review
and approve credit applications in accordance with established policies
and procedures.
- Collaborate
with sales and finance teams to resolve credit-related issues and minimize
risk.
- Maintain
accurate records of credit transactions and communicate credit decisions
to relevant stakeholders.
- Provide
regular reports and updates on credit performance and trends to
management.
- Stay
informed about industry regulations and best practices related to credit
management.
- Identify
opportunities for process improvements and implement solutions to enhance
efficiency and effectiveness.
- Foster
positive relationships with customers and external partners to support
business growth and customer satisfaction.
Does this sound like you?
- Bachelor’s
degree in Finance, Accounting, Business Administration, or a related
field.
- Proven
2 to 3 years’ experience in credit administration or a similar role,
preferably in the renewable energy or financial services industry.
- Strong
understanding of credit principles, financial analysis, and risk
management.
- Proficiency
in Microsoft Office suite and experience with credit management software
preferred.
- Excellent
communication and interpersonal skills, with the ability to collaborate
effectively across teams.
- Detail-oriented
with strong analytical and problem-solving abilities.
- Ability
to work independently and prioritize tasks in a fast-paced environment.
- Knowledge
of regulatory requirements and compliance standards related to credit
management in Kenya is a plus.
- Fluency
in English and Swahili languages required.
Credit Collections Associate at SunCulture Kenya Ltd
Credit Collections Associate
About the Role
Reporting to the Credit Collection Manager the ideal
candidate will ensure all approved and disbursed PayG loans are fully repaid as
stipulated in the terms and conditions to prevent loss to the business due to
non-repayment.
Key Responsibilities
- Monitor
and manage the PayG portfolio within the 1–90 days arrears bucket,
identifying delinquency trends and escalating potential risk exposures to
support effective portfolio control.
- Conduct
customer follow-ups through telephone calls and field visits (where
necessary) to secure repayments and negotiate structured repayment plans
in line with credit policy.
- Ensure
effective early arrears management to maintain Portfolio at Risk (PAR)
within approved thresholds and improve churn rates and cure rates.
- Escalate
delinquent accounts to Field Officers for prompt on-ground follow-up and
resolution, ensuring timely intervention on high-risk and priority cases
to improve recovery outcomes.
- Drive
timely resolution of client-related issues, including negotiation of
repayment agreements, processing and follow-up of insurance claims,
handling rescheduling requests, and coordinating aftersales support to
enhance customer experience and recovery efficiency.
- Support
scheduling and prioritization of collection activities to maximize
productivity and recovery performance across assigned portfolios.
- Generate
weekly arrears, compliance, risk, and recovery performance reports to
support management decision-making and ensure adherence to internal credit
policies and regulatory requirements.
- Perform
any other duties within the scope of this position as assigned by the
Credit Collections Manager.
Does this sound like you?
- Diploma
or bachelor’s degree in Business Administration, Finance, Accounting, or a
related field.
- Previous
1 -2 years’ experience in credit collection or a similar role
- At
least 2- -3 years experience in debt collection and recovery environment
(Practical experience in Lending and recovery).
- Knowledge
in credit management and banking is an added advantage.
- Capable
and willing to work extended hours
- Excellent
interpersonal skills with good leadership skills.
- Evidence
of well-developed organizational skills and the ability to meet strict
deadlines.
- Knowledgeable
on the Financial services, Micro Finance and consumer lending sectors is a
must.
- Sound
verbal communication skills including the ability to negotiate
respectfully and assertively
- Accuracy
and attention to detail.
- Demonstrated
ability to quickly learn new systems and processes.
- Demonstrated
commitment to service excellence.
- Proficiency
in GSuite, Microsoft Office
Debt Recovery Manager at SunCulture Kenya Ltd
About the Role
Working closely with the Head of Credit, the job holder will
ensure that ALL approved and disbursed Credit PayG loans are fully repaid as stipulated
in the terms and conditions to prevent loss to the institution due to
non-repayment.
Key Responsibilities
- Project
relevant trends that affect the collectables of the non-performing Credit
PayG portfolio and isolate potential problem areas.
- Monitor
Credit PayG loan repayments and initiate/recommend a course of action.
- Extract,
confirm and transmit CRB information to the licensed Credit Reference
Bureau.
- Conduct
field customer visits (on a need basis) and telephone calls to follow up
on payments and collect from Credit PayG debtors.
- Execute
the institution strategy in reducing the Non-performing Credit PayG
portfolio at the same time report Write-offs, Collections, Repossessions
etc.) on a regular pre-determined basis and provide information for
business reporting.
- Ensure
PAR 30 management for all disbursed Credit PayG loans is fully executed.
- Ensure
a record is maintained with the track of all the recovery progress for all
Credit PayG loans in arrears.
- Ensure
weekly arrears reports are prepared by the Debt Recovery officers for all
the regions and follow up with them to ensure full repayment.
- Ensure
reports are prepared and recommendations are made on bad debts to be
written off to the management for approval.
- Ensure
an up-to-date register on loan-related insurance claims is maintained and
ensure prompt reimbursement from underwriters.
- Monitor
debt collection response cycles and contacts as well as credit control
performance for non-performing Credit PayG loans.
- Manage
resource scheduling and the determination of priority of work and
procedures to maximize production output and success levels for the field
debt recovery officers.
- Report
and monitor all risks associated with field debt recovery operations.
- Generate
compliance reports for use in decision-making and performance appraisals.
- Perform
any other duties within the scope of this position.
Does this sound like you?
- A
business-related degree, or equivalent, and CPA qualification are added
advantages.
- Preferably
over 5 years of experience in a debt collection and recovery environment
(practical experience in lending and recovery).
- Knowledge
in credit management, commercial banking, microfinance banking, and credit
PayGo is an added advantage.
- Capacity,
flexibility, and willingness to work for long hours and within strict
deadlines.
- Excellent
interpersonal skills with good leadership skills.
- Knowledgeable
in the financial services, microfinance, and consumer lending sectors is a
must.
- Proficient
in MS Suite, Power BI, and CRMs with excellent reporting skills.
Customer Retention Representative at SunCulture Kenya Ltd
- Position:Customer
Retention Representative
- Reporting
to:Customer Retention Supervisor
- Location:Nairobi
- Role
type: Full-Time
About the role:
As a Customer Retention Representative, you will play a
pivotal role in proactively engaging with existing customers to ensure their
satisfaction, address concerns, and promote loyalty to our brand. This role
holder will hold a combination of excellent communication skills, a deep
understanding of our products/services, and the ability to empathize with
customers to retain their business.
Key Responsibilities:
- Conduct
outbound calls to assess customer satisfaction and address concerns.
- Establish
and maintain positive customer relationships by actively listening to
customer needs
- Inform
customers about new products, features, and promotions.
- Investigate
and resolve customer complaints efficiently.
- Collaborate
with departments to ensure prompt resolution of customer concerns.
- Document
all customer interactions and resolutions accurately in the CRM
system.
- Implement
retention strategies to reduce churn and enhance loyalty.
- Proactively
identify at-risk customers and provide personalized solutions.
- Stay
updated on product knowledge and provide relevant training to
customers.
- Gather
customer feedback to identify areas for improvement.
- Share
insights with relevant teams to enhance products and services.
- Meet
and exceed monthly retention targets and KPIs.
- Provide
regular reports on customer interactions, feedback, and retention
outcomes.
Qualifications:
- Minimum
of a Diploma or any other relevant education
- Demonstrated
proficiency of 2 + years in outbound customer retention, customer service
or sales
- Exceptional
verbal and written communication skills
- Strong
problem-solving capabilities and adeptness in conflict resolution.
- Ability
to work both independently and collaboratively within a team to achieve
common goals.
- Proficient
utilization of CRM software and relevant tools
- Exhibits
adaptability and thrives in dynamic, fast-paced environments
Senior Software Engineer at SunCulture Kenya Ltd
About Role
Position: Senior Software Engineer
Location: Nairobi, Kenya
Type: Full-time
Reporting to: Manager, Software Engineer
About SunCulture
Founded in 2012, SunCulture’s vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years, the company has grown significantly and now employs 400+ people around the world.About the Role
As a Senior Software Engineer at SunCulture, you will play a crucial role in designing, developing, and deploying scalable software solutions that drive the adoption of our innovative products. You will work closely with cross-functional teams to ensure that our technology meets the highest standards of reliability and performance, contributing directly to the empowerment of smallholder farmers across Africa.Key Responsibilities
- Software
Development and Technical Leadership: Design, develop, and maintain
high-quality software applications using modern frameworks and
technologies. Provide technical guidance and mentorship to junior software
engineers, promoting best practices in software development.
- System
Architecture and Performance Optimization: Collaborate with the
architecture team to design scalable and maintainable software
architectures. Optimize application performance, scalability, and
reliability, identifying and addressing bottlenecks and issues.
- Code
Review, Testing, and Continuous Integration: Conduct code reviews to
ensure adherence to coding standards and best practices. Develop and
execute unit and integration tests. Implement and manage CI/CD pipelines
using tools such as GitHub Actions, ensuring seamless integration and
deployment of software.
- Cloud
Management and Containerization: Utilize cloud services (AWS, Azure, GCP)
to develop and manage scalable and resilient applications. Implement and
manage containerized applications using Docker and Kubernetes.
- Cross-Functional
Collaboration: Work closely with QA, DevOps, and product management teams
to ensure the successful delivery of software projects. Actively
contribute to and participate in agile squads, ensuring effective
collaboration and delivery of squad goals.
- Technical
Documentation: Maintain comprehensive documentation of software design,
implementation, and testing processes.
- Innovation
and Emerging Technologies: Stay current with industry trends and emerging
technologies, evaluating their potential impact on the company’s
technology stack.
- IoT and Firmware Development: Experience with IoT firmware development is a plus.
Tech Stack
- JavaScript
Frameworks: Node.js, TypeScript, React
- Backend:
Python Fast API, AWS Gateway and Lambda, Elastic Beanstalk
- Databases:
AWS RDS for MySQL and PostgreSQL, Redis
- Messaging:
Kafka
- CI/CD:
GitHub Actions, GitHub
- Mobile:
React Native for Android
- Cloud
Services: AWS, Azure, GCP
- Containerization and Orchestration: Docker, Kubernetes
Does this sound like you?
- Bachelor's
degree in Computer Science, Software Engineering, or a related field.
- Minimum
of 6 years of progressive experience in software development.
- Strong
technical expertise in JavaScript frameworks (Node.js, TypeScript, React)
and backend technologies (Python, AWS Lambda).
- Experience
with cloud technologies, particularly AWS, Azure, and GCP.
- Proficiency
in Agile methodologies and DevOps practices.
- Experience
with containerization and orchestration using Docker and Kubernetes.
- Exceptional
problem-solving skills and the ability to work effectively in a
fast-paced, dynamic environment.
- Excellent
communication and collaboration skills, with a focus on teamwork and
continuous improvement.
- Experience with IoT firmware development is a plus.
Interested?
Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.Please Note
SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Location: Nairobi | 💼 Full-time
Apply Here: https://lnkd.in/dgaMfUVp