Functional Responsibilities

The incumbent will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook:

• Provide support to the M&E Officer and Information Management team for data quality assurance as needed.
• Support M&E Officer in implementation of quality assurance operating procedures and performance indicators, including monitoring and evaluating call handling performance and data entry against indicators, and in conducting user satisfaction surveys and remote monitoring surveys;
• Support M&E Officer in tracking of key performance indicators (KPI) for operators.
• Support M&E Officer with ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas including protection and gender-related issues.
• Identify and report technical issues affecting the operationalization of the IAIAC;
• Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations and to quality assure data capturing and processing
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner.
• Handle calls, perform weekend/early/late shifts when required.
• Support in conducting daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and supporting the overall accountability of humanitarian actors to the affected population.
• Support M&E officer in data cleaning, assigning tasks to operators, and conducting & reporting on Remote Call Monitoring (RCM) services.
• Support in the development, implementation, and updating of standard operating procedures for every aspect of the daily call center operations.
• Support in the development/updating of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require.
• Check and respond to out-of-hours messages, follow up on attempts to connect to the AIAIC during out-of-office hours.
• Support M&E office in shift scheduling and perform as acting supervisor when required.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times
• Be flexible in undertaking the duties and responsibilities attached to their job; incumbents may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility, including taking meeting minutes.

Education/Experience/Language requirements

a. Education

• Completion of secondary school is required. First-level university degree in project management, business administration, international relations or a related field is desirable but not required.

b. Work Experience

• Minimum of 6 years of progressive responsible experience in Monitoring and Evaluation, Data Collection, Data Analysis, and reporting is required.
• Strong background in data collection, analysis and presentation of data is required.
• Working knowledge of Google suits and usage of computers and Microsoft Office software packages (MS Word, Excel especially) is required.
• Knowledge of and experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counseling techniques for distressed callers among other skills, referral pathways, and Accountability to Affected Populations is desirable.
• Experience working in a call center or other related field handling customer/team enquiries is desirable.
• Knowledge of new data analysis and visualization solutions such as PowerBI and Tableau is desirable.

c.  Languages

• Fluency (oral and written) in English is required.
• Pashto and Dari languages are highly desired.

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