Context/Reporting line:
Under the overall supervision of Programme Support Unit Coordinator and the direct supervision of the M&E
Officer and in close coordination with the Call Center Team Leader, the M&E Assistant/ Call Center Operator
will perform the following but not limited to duties:
Core Functions / Responsibilities
Complaints and Feedback Mechanism
Collect, process and provide feedback
Call center service
Data collection
Monitoirng and Evaluation
1- Receive calls from beneficiaries and other calls related to IOM, and handle calls in a timely and
professional manner, including distressing calls.
2- Provide customer service and support to beneficiaries guaranteeing situational sensitivity during the
phone call; input and keep tracking data into IOM appropriate databases in an accurate manner;
3- Record and process complaints in an appropriate manner and provide feedback to the beneficiaries
4- Manage sensitive complaints/feedback in line with the AAP internal SOP and “do no harm principles”
5- Conduct Post Distribution/ Assistance Monitoring interviews with households, community and project
beneficiaries, and other relevant local stakeholders on feedback related to IOM services.
6- In coordination with CwC efforts, provide information to beneficiaries on various topics about IOM
project activities, feedback mechanisms, beneficiary criteria, entitlements and other services using
bulk SMS amongst others.
7- Carry out monitoring visits and assessments to project implementation sites and collect data on
progress in achieving targets outlined in project documents and cluster requirements.
8- Provide accessible and timely information on organizational procedures, structures and processes that
may impact communities to support informed decisions and engage communities in dialogue as part of
information provision.
9- Promote transparency, and accountability to the affected population
10- Conduct any other duties or responsibilities as assigned or requested by the supervisor
Education:
Bachelor's degree from an accredited academic university or institution.
Experience and Skills:
Minimum two years of a relevant field of experience.
Experience working in customer inquiries services is preferred
Experience in the usage of computers and office software packages (Word, Excel, Outlook), and
experience in handling web-based management systems.
Excellent interpersonal communication skills is required.
Previous experience with the call center would be an asset.
Excellent experience in data visualization, in particular, the Microsoft Power BI platform is an
advantage.
Reporting skills is preferred.
Languages:
Fluency in English, Kurdish and Arabic is required.
Any other language is an advantage
Behavioral Competencies
Work prioritization and ability to multitask.
Shares knowledge and experience.
Positive, constructive attitude.
Ability to work and act under pressure with discretion in politically sensitive environment with a
minimum of comfort.
Responds positively to critical feedback and differing points of view.
Ready to work independently, under tight deadlines.
Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
Ability to work in a multi-cultural team environment with a positive attitude.
Highest standards of integrity, discretion and loyalty.
Strives for supportive working environment and positive working relationship.
Creates a respectful office environment free of harassment, retaliation, and promotes the prevention of
sexual exploitation and abuse (PSEA).
While this vacancy is open to both Internals and Externals, priority shall be given to qualified internal applicants.
Interested candidates are invited to submit their applications via this link:
https://vacancies.my-soc.org/apply.php?job=20210413114835&token=B7Dq9s83tR4Y2zLPOMVwfuyUm
In order for an application to be considered valid, IOM only accepts online profiles duly completed. Only shortlisted candidates will be contacted.
