BURN Manufacturing Job Vacancy 2026 – Customer Experience Quality Assurance Officer - Ethiopia

🔥 BURN Manufacturing Job Vacancy 2026 – Addis Ababa, Ethiopia

Career Opportunity in Customer Experience & Quality Assurance

BURN Manufacturing is a global leader in clean cooking solutions, committed to delivering innovative products and exceptional customer service. The company is now seeking a Customer Experience Quality Assurance Officer to join its team in Addis Ababa, Ethiopia.

This role is ideal for professionals with strong customer service, leadership, and interpersonal skills, who are passionate about ensuring high‑quality customer interactions and driving continuous improvement in call center operations.

Position: Customer Experience Quality Assurance Officer

Location: Addis Ababa, Ethiopia (Onsite)
Employment Type: Full‑time
Workdays: Monday–Sunday (scheduled off days)
Shift Plan: 7:00am–3:00pm and 12:00pm–8:00pm (as assigned by manager)
Application Deadline: Rolling until filled
👉 Apply Here

Role Summary

The Customer Experience Quality Assurance Officer will design, implement, and oversee quality assurance programs to enhance the skills and performance of call center agents. The role involves call evaluation, compliance monitoring, training, and performance analysis to ensure delivery of high‑quality customer service.

Key Duties & Responsibilities

• Call Evaluation: Regularly assess calls, emails, and chats for quality standards
• Collection Call Monitoring: Ensure compliance with regulatory requirements and company policies
• Performance Metrics Tracking: Monitor agent adherence to scripts and negotiation effectiveness
• Feedback Provision: Deliver constructive feedback to agents on strengths and improvement areas
• Data Analysis & KYC Checks: Analyze performance data and conduct daily KYC checks
• Calibration Sessions: Facilitate sessions to address gaps and improve customer experience
• Compliance Monitoring: Ensure adherence to industry regulations and standards
• Training & Development: Identify skill gaps and develop training programs
• Technology Utilization: Ensure all calls are recorded, archived, and retrievable
• Customer Feedback Analysis: Review complaints and surveys to recommend improvements
• Escalation Handling: Develop protocols for resolving escalated customer issues
• Team Leadership: Guide and support the QA team, fostering collaboration and accountability
• Other Duties: Perform additional responsibilities as assigned

Skills & Experience Required

• Bachelor’s degree in Business Administration, Communication, or related fields
• Proven experience in call center operations, quality assurance, and performance management
• Strong analytical skills with ability to interpret data and trends
• Excellent communication and interpersonal skills
• Detail‑oriented with commitment to accuracy
• Proficiency in call center technologies and QA tools
• Knowledge of industry regulations and compliance requirements
• Ability to multitask and prioritize in a fast‑paced environment

🌍 Equal Opportunity

• Qualified female candidates are strongly encouraged to apply
• BURN does not charge any fees at any stage of the recruitment process (application, interview, training, etc.)

📧 How to Apply

Interested candidates should apply via the official application portal:
👉 Submit Your Application