Call Centre Agent (Fixed Term Contract)- Nairobi at GiveDirectly

Responsibilities: 

Recipient Engagement

• Receive and respond to inbound calls, addressing inquiries, concerns, and complaints with empathy, accuracy, and professionalism.
• Conduct phone surveys to verify receipt of transfers, assess recipient satisfaction, and identify any challenges faced during the process.
• Make recipients aware of the objectives, conditions, and expectations of GiveDirectly projects transparently and respectfully.
• Follow standardized communication scripts and protocols to ensure consistency and clarity in messaging.
• Escalate complex or sensitive cases—especially those involving safety concerns, fraud, or urgent needs—to supervisors through appropriate channels.
• Support other communication platforms, such as SMS or outbound calling, to ensure holistic recipient support.

Data Collection and Quality Assurance 

• Accurately collect, confirm, and record all recipient interactions using the designated data collection tools (e.g, Commcare, Salesforce), ensuring completeness and integrity of information.
• Adhere strictly to survey scripts and question flow to maintain consistency and data comparability.
• Flag unclear or suspicious responses to supervisors or the Quality Assurance (QA) team for further review.
• Support quality monitoring efforts by cooperating with live call audits, feedback sessions, and spot checks.
• Maintain confidentiality and uphold ethical standards in handling recipient information and sensitive data.

Program Support and Process Improvement

• Provide frontline insights and timely feedback to support the smooth implementation of GiveDirectly’s cash transfer programs.
• Identify recurring issues, recipient concerns, or communication gaps and escalate them to supervisors or relevant teams for resolution.
• Collaborate with team leads, QA staff, and call centre managers to improve scripts, workflows, and escalation procedures.
• Participate in pilot testing or rollout of new tools, processes, or program changes, offering input from the recipient perspective.
• Support operational flexibility by taking on additional tasks as needed during high-volume periods, special campaigns, or new project launches.
• Monitor personal performance against set KPIs and suggest ways to enhance efficiency, accuracy, and call quality.

Content Generation

• Share insights from recipient interactions to inform the development and refinement of scripts, FAQs, and program communication materials.
• Support translation and localization efforts by flagging unclear language or suggesting culturally appropriate phrasing for communications that showcase GiveDirectly’s impact.

Required Qualifications

• Possess a Degree/Diploma in Public Health, Nursing & Clinical services, Community Health, or other health-related courses
• Candidates with at least 2 years of practical experience working with expectant mothers, medical/hospital set up, or community health in a rural setting will have an added advantage
• Experience conducting monitoring or survey-based phone interviews is an added advantage.
• Proficiency in the Dholuo language is a MUST.
• Proficiency in English and Kiswahili
• Strong ethics and commitment to integrity, especially in handling sensitive data and recipient information.
• Excellent interpersonal and communication skills.
• High attention to detail and ability to follow complex instructions with consistency.
• Comfortable working in rural, remote, or challenging environments.
• Tech-savvy and comfortable using smartphones or tablets for data collection