Who We Are
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 Rwandans, Ugandans and Kenyans 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 seeking a Call Center Quality Assurance Junior Manager to strictly manage, mentor, and lead the team of Call Center QA Officers and scale EarthEnable’s growing Quality Assurance function. This pivotal managerial role is crucial for ensuring the integrity, accuracy, and efficiency of the client feedback process. The primary focus is on leading the team that gathers truthful, unbiased feedback after service delivery, not to make a sale, but to verify impact, detect systemic issues, and strengthen client trust.
As the QA Junior Manager, your responsibility is to oversee the entire QA Call Center operation, ensuring the team effectively conducts post-installation calls and manages the identification of both problems and opportunities for operational improvement. You will play a key leadership role in ensuring that EarthEnable delivers on its long-term promise of better living conditions
Key Responsibilities:
- Team Leadership and Management
- Manage, mentor, and train the team of Call Center QA Officers.
- Set targets and monitor team performance on call volume, data accuracy, and complaint resolution timelines.
- Continuously review and refine the QA calling scripts, M&E coding systems, and complaint escalation procedures to increase efficiency and data quality.
- Quality Assurance and Client Satisfaction Monitoring
- Ensure the team conducts structured follow-up calls at all set intervals (1 week, 1 month, 6 months, 1-4 years after installation).
- Maintain high standards for using non-leading, respectful questions to accurately gauge client experience and satisfaction.
- Oversee the monitoring of long-term product performance (e.g., peeling, cracking, fading) and ensure tracking of quality trends by region and product type.
- Complaint and Misconduct Management
- Oversee the detection and swift escalation of urgent complaints (e.g., unfinished work, high client frustration).
- Ensure the team adheres to the defined escalation chain (QA Officer → QA JM → Region CO → Management) within the 24-hour target.
- Manage the weekly reporting process to identify and report misinformation or delivery gaps between client promises and delivery to relevant teams.
- Lead the effort to detect patterns of unethical sales or field team behavior (e.g., false promises, coercion) and report recurring findings confidentially to the QA Lead or HR.
- Data, Reporting, and Strategic Insight
- Take ownership of accurately entering and coding client ratings into digital systems (Google Sheets, apps, etc.).
- Submit comprehensive weekly reports, ensuring data is clean and tagged with region, product type, and key themes.
- Oversee the collection and logging of the standard NPS question (“How likely are you to recommend EarthEnable to others?”) along with the client’s explanation for analysis. ● Consolidate client feedback into clear themes and trends (e.g., clay consistency, varnish
- quality) and contribute these monthly insights to the R&D, Operations, and Construction teams.
Required qualifications & Key capabilities
- Diploma or bachelor’s degree in Mass Communication, Business Administration or any related field
- 2+ 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
