Associate Field Manager – Quality/Tech

About GiveDirectly

GiveDirectly (GD) aims to reshape international giving - and millions of lives - by providing cash grants directly to the poorest people in the world. The Brookings Institution estimates that $100B of cash transfers would be required to eliminate the poverty gap; the aid sector currently spends $135B each year, much of it on evidence-free interventions. GiveDirectly wants to change that, establishing cash transfers as a benchmark for foreign aid - as the index fund is a benchmark for the financial industry - and in the process accelerating the end of extreme poverty.

GD has raised over $800M since launching in 2011, delivered cash to more than 1 million people, and launched offices in 11 countries across North America, Africa, and the Middle East. We've also supported 19 large-scale, experimental research projects that indicate strong recipient impact of our programs - including the largest universal basic income experiment in history. We use concrete evidence to inform the design of our programs: from research results published in leading journals, to in-depth qualitative work. As a result, GD has been celebrated as one of the most innovative non-profit companies by Fast Company, while the growing cash transfer movement (and GD's leading role within it) have been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.

We're looking for exceptional talent to grow our collaborative, diverse team. Joining GiveDirectly provides the opportunity to work alongside individuals who come from 21 different countries and speak 69 different languages. We're actively working toward an equitable and inclusive environment for all team members, and seek candidates who will bring diverse perspectives and experiences to our organization. We recruit from organizations across all industries: our team has hailed from sectors including start-ups, government, consultancies, investment banks, and nonprofits.

Across our global offices, our culture is candid, analytical, non-hierarchical, and fast-paced. We value ability, adaptability, and willingness to learn. We offer competitive salary and benefits, as well as performance-based bonuses.

Overview: We are seeking a passionate and dynamic AFM-Quality/Tech who will be responsible for the provision of first-level technical support for the GiveDirectly Uganda Office generally, and the Uganda Call Center specifically. The AFM-Quality/Tech will maintain the different computer networks, providing technical support, and ensuring that the Call Center technical systems run smoothly. The Call Center is central to GiveDirectly's operations; efforts to register recipients on different programs, follow them up after receiving cash transfers, and address their inquiries and concerns when they call the hotline are all routed through the Call Center. As such, we require an individual who will vigilantly ensure that the Call Center experiences minimal downtime. The AFM-Quality/Tech will also support the Procurement Office in an advisory capacity where IT-related procurement is concerned, recommend future improvements, and engage in training sessions for end-users.

Responsibilities: Call Center Systems Management

Call Center Studio and Vicidial:
Create and manage system permissions and user accounts
Install and configure phone systems/cloud based applications
Oversee system performance and report generation
Lead process improvements and modifications
Develop and execute system backup and recovery plans to cater for downtimes
Quality control i.e. checks and balances from admin view
Run data analysis and reporting
2. SMS Platform (SMS Leopard):

Create and manage system permissions and user accounts
Onboard new Call Center personnel on the SMS platform
3. Apps/equipment installation and configuration

Assist users in installing and configuring useful applications e.g. MS office, Bluestacks, Taroworks, etc. and train users on the installation process
Resolve challenges that arise from the use of the applications
Install and configure users on printers, copiers, and other equipment
4. Develop and maintain call center system documentation and maintenance