RISK MANAGEMENT UNIT OFFICER

(DATABASE OFFICER)

NAIROBI

About the Job

The Risk Management Unit Officer contributes to the implementation of the beneficiary feedback and complaints mechanism Analyses data and compiles reports on the various Post distribution monitoring assessments and feedback collected through the Community Contact Centre (CCC). Contributes to the design and implementation of adequate methodologies and fosters links and technical discussions with various internal departments.

This is a national/resident position based in Nairobi, Kenya.

Duties and Responsibilities

• Oversees the scheduling of post-distribution monitoring (PDM) assignments to the Call Centre team both in Nairobi and Mogadishu
• Supervises the Call Centre team during large-scale assignments,ensuring the application of the Standard Operating Procedures (SOP) and the quality of the information recorded.
• Translates verification and PDM materials from English to Somali or vice-versa in line with the stipulated modalities and telephone survey methodologies and PDM procedures.
• Assists with routine quality control of verification and post distribution monitoring assignments, data analysis and reporting.
• Ensures the PDM schedules are adhered to, and assignments are completed within the appropriate timeframe through monitoring and regular checks on CCC Operators.
• Manages the CCC calls database and ensures the hotline is manned adequately through monitoring volumes of received calls and missed calls.
• Provides input in improving and maintaining operator call scripts and Frequent Asked Questions with the CCC Supervisor
• Supports in coordination with other departments, a smooth and gradual rollout of CCC operations as relevant in the field.
• Ensures the team closes complaints within the appropriate timeframe and performs regular checks of feedback databases.
• Is responsible for CCC data quality through performing spot checks on logged cases.
• Coordinates planning, rolling out and adaptation of Community Contact Centre trainings and field dissemination activities, to support programmes and operations.
• Collects feedback during field activities to report on achievements, general perception, challenges and participates in giving recommendation to overcome the challenges.
• Develops quarterly CCC statistics reports on feedbacks received and logged throughout the year.
• Processes data and information from CCC Operators to ensure quality, consistency, and accuracy in the bi-weekly/monthly feedback reports.
• Compiles quarterly progress status reports on feedbacks and complaints received and issues addressed.
• Supervises and guides the work of the Call Centre Assistants to ensure PDM/Verification outputs are achieved according to the agreed work plan and in line with Risk Management Uni) and compliance requirements.
• Enhance and improve information management practices: responsible for accuracy of the information reported by Call Centre assistants.

Minimum qualifications and required competencies

• Diploma in Business Administration, Social Sciences, Community Development, or equivalent qualifications in a relevant field of study
• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology
• Possessing a high degree of honesty and integrity, and a solid sense of ethics including the ability to appropriately handle confidential information.
• Excellent interpersonal and communication skills
• Strict adherence to reporting deadlines
• Excellent planning, and organizational skills
• Ability to work independently and/or within a team
• Fluency in written and spoken English and Somali
• Experience in data management and practical knowledge of MS-Office (in particular Excel)
• Flexibility and willingness to travel extensively in Somalia.
• Excellent knowledge of political, economic, social, and cultural environment of this region

We Offer

• A challenging job opportunity within a dynamic work environment in an international humanitarian organization
• Training and development opportunities
• A competitive salary with benefits, based on the ICRC Compensation and Benefits framework.