Jobs at GiveDirectly

Responsibilities:

Performance Management

• Conduct weekly 1:1 check-ins with all assigned agents, reviewing performance against team KPIs and, where relevant, in-person follow-up outcomes.
• Lead weekly team huddles covering performance trends, blockers, and updates
• Own team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience, and any additional KPIs defined by the Call Center Manager)
• Manage Performance Improvement Plans (PIPs) end-to-end, including documentation and follow-through

Quality Assurance

• Review a minimum of 4 recorded or side-by-side outbound calls per agent per week against the team's QA rubric
• Periodically accompany agents on in-person field visits in Kitui to assess the quality of in-person follow-up and eligibility determination
• Score calls and field visits consistently, and document QA feedback in an auditable format
• Identify recurring quality gaps and design targeted coaching or refresher training to address them
• Calibrate QA scoring periodically with the Call Center Manager or peer Team Leads to ensure consistency across teams
• Track QA score trends over time per agent and flag agents needing additional support before performance drops significantly

People Management

• Conduct at least 30 minutes of coaching per agent per week, grounded in specific call or case examples, separate from performance review and focused on skill growth
• Support onboarding and integration of any new agents joining the team
• Manage team attendance and leave planning, ensuring adequate coverage across remote and field days
• Identify and act on opportunities for morale-building (for example recognition, team check-ins, and addressing burnout risk given the mix of remote and field demands)
• Maintain healthy team dynamics through proactive conflict resolution
• Recognize and reinforce both individual and team wins, not just performance gaps
• Act as the first point of support for agent wellbeing concerns, escalating to the Call Center Manager or People team where appropriate
• Support agents' growth conversations, even where no formal progression path currently exists, by identifying stretch opportunities within the role

Agent Support & Escalations

• Provide real-time floor support for outbound call queries
• Handle escalated cases, including deciding whether a recipient needs an in-person visit (for example unreachable recipients, disputed eligibility, or adverse events)
• Track and follow through on any case handed off from phone-based follow-up to field visit in Kitui
• During field visits, directly observe and coach agents on in-person follow-up quality
• Host donors, partners, and leadership during their visits to the Kitui field sites
• Build and maintain working relationships with internal teams and external stakeholders, including field colleagues and partners, and keep them informed of team progress, risks, and escalations

Reporting, Systems & Administration

• Plan and manage weekly rosters for the team, factoring in the mostly remote structure and scheduled field visit days
• Generate real-time performance reports using Salesforce, Call Center Studio, and Tableau dashboards
• Keep trackers (QA logs, coaching logs, case escalations, attendance) accurate and current
• Proactively flag systemic issues and recommend adjustments
• Deliver monthly or quarterly refresher trainings on new protocols, products, or system updates
• Document coaching sessions and PIPs consistently and in an auditable format

Key Competencies and Attributes

• Bachelor's degree in social sciences, development studies, community development, public health, or a related field.
• At least 3 years of experience in a call center or customer support environment, including at least 1 year leading, supervising, or coaching a team of agents
• Experience in call center work, quality assurance, including scoring calls against a rubric and giving performance feedback
• Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up, is an added advantage
• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools is an added advantage. 
• Excellent interpersonal, coaching, and conflict-management skills
• Sound judgment on when a case needs escalation 
• Willingness to travel regularly to field sites across Magarini Sub County/Kilifi County, including remote areas
• Ability to maintain confidentiality on sensitive recipient cases
• Genuine people-first instinct, able to balance metrics-driven management with team morale and wellbeing
• Fluency in the Giriama language is a MUST.

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Overview:

• The Internal Audit Field Officer will play a critical day-to-day role in ensuring that GiveDirectly is able to deliver cash transfers to recipients safely. The Field Officer will be part of the team that is responsible for preventing, detecting, mitigating, and investigating field-based risks for GiveDirectly.
• The role will reward high-quality judgment on operational questions and challenges, a strong work ethic, effective communication skills, attention to detail, a strong sense of independence, and a strong commitment to GiveDirectly’s mission and model. In essence, the Internal Audit Field Officer will be expected to audit the work of the enrolment team, whose core responsibility is surveying households and enrolling them in our programs.
• Due to the sensitive nature of the work done by the internal audit team, we require all in-country internal audit staff to remain firewalled from the rest of the staff. This means operating discretely and independently, with interactions strictly limited to just the colleagues within the same team. The role holder will be expected to carry out day-to-day audit tasks with an absolute level of discretion, impartiality, neutrality, and independence.

Duty Station: Magarini Sub-County

Note: Fresh graduates are highly encouraged to apply.

Key Responsibilities

Recipient engagement (60%): 

• Conduct in-person household visits for all individuals selected for enrollment to check and determine their safety for enrollment, assess vulnerabilities, and flag any pre-enrollment risk indicators to the management for proactive resolution. 
• Directly engage with high-risk recipients to provide them with the necessary support so that they receive their transfers safely
• Directly engage with recipients to identify any corrections or improvements in field processes that are needed. 
• Investigate and resolve any recipient cases that have been flagged to the Internal Audit team.
• Identify and escalate key risks associated with GD’s programs in the community.

Risk monitoring (30%):

• Work with the IA AFM to undertake risk monitoring activities within the community 
• Work with the IA AFM to verify the quality and the risk level of the partner data pre-enrollment
• Measure the quality of data received from the field teams against set data quality standards, reporting any cases of inconsistency.
• Report any cases of fraud and bribery by GD staff and or recipient(s) that are identified through the appropriate escalation channels. 
• Utilise technology to flag any abnormalities in operation.

Other (10%)

• Support the IA AFM in the onboarding processes of new team members 
• Assist the IA AFM with hosting visitors to the project location 
• Assist with response to “crisis” events (e.g., refusal spikes, government shutdown, coordinated fraud, etc.)
• Promote effective team culture by encouraging recognition of positive achievements, planning team events periodically, and other team-building initiatives

Required Qualifications

• Bachelors degree in Social Sciences, Development Studies, or a related field. 
• Having a Fraud Investigation experience is an added advantage.
• Has the ability to audit cash transfer recipients by conducting in-person or virtual surveys and associated processes.
• Proficiency in Giriama language is a MUST.
• Fluency in English and Kiswahili
• Good computer and mobile device data entry and assessment ability or experience.
• Possess critical thinking ability and good judgment in resolving operational glitches.
• Possesses a high-quality problem-solving work ethic.
• Good time-management skills
• Strong interest in the mission of GiveDirectly and commitment to advancing GD’s distinctive values.
• Physical fitness and the ability to cope with difficult weather conditions or terrain.
• Have the ability to exercise patience and good judgment in resolving recipient problems.

go to method of application »

Overview:

• The Internal Audit Field Officer will play a critical day-to-day role in ensuring that GiveDirectly is able to deliver cash transfers to recipients safely. The Field Officer will be part of the team that is responsible for preventing, detecting, mitigating, and investigating field-based risks for GiveDirectly.
• The role will reward high-quality judgment on operational questions and challenges, a strong work ethic, effective communication skills, attention to detail, a strong sense of independence, and a strong commitment to GiveDirectly’s mission and model. In essence, the Internal Audit Field Officer will be expected to audit the work of the enrolment team, whose core responsibility is surveying households and enrolling them in our programs.
• Due to the sensitive nature of the work done by the internal audit team, we require all in-country internal audit staff to remain firewalled from the rest of the staff. This means operating discretely and independently, with interactions strictly limited to just the colleagues within the same team. The role holder will be expected to carry out day-to-day audit tasks with an absolute level of discretion, impartiality, neutrality, and independence.

Duty Station: Kitui Sub-County

Note: Fresh graduates are highly encouraged to apply.

Key Responsibilities

Recipient engagement (60%): 

• Conduct in-person household visits for all individuals selected for enrollment to check and determine their safety for enrollment, assess vulnerabilities, and flag any pre-enrollment risk indicators to the management for proactive resolution. 
• Directly engage with high-risk recipients to provide them with the necessary support so that they receive their transfers safely
• Directly engage with recipients to identify any corrections or improvements in field processes that are needed. 
• Investigate and resolve any recipient cases that have been flagged to the Internal Audit team.
• Identify and escalate key risks associated with GD’s programs in the community.

Risk monitoring (30%):

• Work with the IA AFM to undertake risk monitoring activities within the community 
• Work with the IA AFM to verify the quality and the risk level of the partner data pre-enrollment
• Measure the quality of data received from the field teams against set data quality standards, reporting any cases of inconsistency.
• Report any cases of fraud and bribery by GD staff and or recipient(s) that are identified through the appropriate escalation channels. 
• Utilise technology to flag any abnormalities in operation.

Other (10%)

• Support the IA AFM in the onboarding processes of new team members 
• Assist the IA AFM with hosting visitors to the project location 
• Assist with response to “crisis” events (e.g., refusal spikes, government shutdown, coordinated fraud, etc.)
• Promote effective team culture by encouraging recognition of positive achievements, planning team events periodically, and other team-building initiatives

Required Qualifications

• Bachelors degree in Social Sciences, Development Studies, or a related field. 
• Having a Fraud Investigation experience is an added advantage.
• Has the ability to audit cash transfer recipients by conducting in-person or virtual surveys and associated processes.
• Proficiency in Kamba language is a MUST.
• Fluency in English and Kiswahili
• Good computer and mobile device data entry and assessment ability or experience.
• Possess critical thinking ability and good judgment in resolving operational glitches.
• Possesses a high-quality problem-solving work ethic.
• Good time-management skills
• Strong interest in the mission of GiveDirectly and commitment to advancing GD’s distinctive values.
• Physical fitness and the ability to cope with difficult weather conditions or terrain.
• Have the ability to exercise patience and good judgment in resolving recipient problems.