Call Centre Agent (Fixed Term Contract)

Role Overview

As a Call Centre Agent at GiveDirectly, you will be the first point of contact for program participants, ensuring they receive clear and accurate information. Your role is vital in delivering a respectful, dignified experience that reflects GiveDirectly’s values. You will also collect important feedback and data that support program improvement and accountability. Ultimately, your communication and professionalism will directly impact the trust, transparency, and effectiveness of GiveDirectly’s operation.

The job holder will be posted to work either in Nairobi or Turkana county.

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 standardised 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 localisation efforts by flagging unclear language or suggesting culturally appropriate phrasing for communications that showcase GiveDirectly’s impact.

Required Qualifications

• Bachelor's degree in Social Sciences, Development Studies, Communications, Project Management, or a related field.
• At least 1–2 years of call centre, data collection, or customer service experience, preferably in a nonprofit or social impact setting.
• Experience conducting monitoring or survey-based phone interviews is an added advantage.
• Proficiency in the Turkana language is a MUST.
• Fluency in Kiswahili; proficiency in English is preferred.
• 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