Duties & Responsibilities

• Oversees the scheduling of post-distribution monitoring assignments to the Call Centre team both in Nairobi and Mogadishu
• Supervises and guides the work of the Call Centre Assistants to ensure verification outputs are achieved according to the agreed work plan and in line with the Risk Management Unit and compliance requirements
• Is responsible for the day-to-day running of the Call Centre and the team ensuring the application of the Standard Operating Procedures and the quality of the information recorded
• Translates verification materials from English to Somali or vice versa in line with the stipulated modalities and telephone survey methodologies and procedures
• Assists with routine quality control of verification and pre-distribution monitoring assignments, data analysis and reporting
• Ensures the schedules are adhered to, and assignments are completed within the appropriate timeframe through monitoring and regular checks
• Collects feedback during field activities to report on achievements, general perception, challenges and participates in giving recommendations to overcome the challenges
• Compiles quarterly status reports on feedback and complaints received and issues addressed
• Enhances and improves information management practices; responsible for the accuracy of the information presented by Call Centre assistants
• Develops and reviews data collection methodologies and tools to ensure quality and reliability in reporting

Certifications / Education required

• Diploma in Business Administration, Social Sciences, Community Development, or equivalent qualifications in a relevant field of study

Professional experience required

• Minimum 2- 3 years of experience in designing, overseeing, and implementing project M&E or combination of education, training and experience
• Minimum of 2 years’ experience in a call centre environment, with knowledge of call centre telephony and technology