Quality Assurance Assistant

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Description

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• Place and receive calls daily from the affected population, including the host community.
• Log calls systematically into the system while adhering to the helpline call script, observing confidentiality, and ensuring that consent from the caller is sought before any escalation is made to any agency through the portal.
• Respond to requests for information, to be responded to by strictly following the Frequently Asked Questions (FAQs) database provided to the agents and flag for feedback whenever information is not available. No agent is to give wrong information to a caller at any point.
• Follow up and update FAQs and service mapping from clusters, and partners. 
• timely and clean data to the Supervisor for analysis, using the formats provided and in 
• accordance with Key Performance Indicators 
• Knowledge of Data Management, Analysis and Data visualization:
• Familiarity with data entry tools and software.
• Experience with handling confidential data and demonstrated understanding of different data collection methodologies.
• Experience in creating soft interfaces and cross platform linkages such as creating interface of kobo and PowerBI, or Azure and SharePoint
• Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access) Experience using STATA, PoweBI, QGIS, ARCGIS and PHP/ MySQL programming language will be an asset.
• Must be flexible, with the ability to work overtime and in shifts, per the operational requirements.
• Support broader UNHCR efforts of providing Protection services with partners in Somalia i.e., Translation of materials, interpretation, providing feedback from agencies and counselling following guidance given.
• Attend all ICFM related trainings for the agent and be able to train Helpline Agents, including Code of Conduct and Protection
• To flag issues of conflict of interest and risks that could affect the project from achieving its objective.
• Maintain confidentiality and not share any caller information with any outsider, not part of the project.
• Daily monitoring of calls (incoming and outgoing) to ensure quality of calls and principles of Protection are adhered to.
• Provide daily dashboard updates on trends and number of calls, referrals, loop closures. 
• Follow up with service providers/ Focal points on management of calls and closing the loop in the ICFM tool.
• Inform supervisor on referral gaps by service providers, in terms of areas and services within Somalia.
• Serve notice before resigning and train new staff.
• Perform other related duties as required by a supervisor.
• Calls received will be monitored and therefore able to measure per staff how many calls are received, logged referred, information provided, and able to call back.
• Number of calls received/interactions with callers and attendance will be tracked in the portal and the dialer software and attendance/adherence to schedules and working time will be monitored by the program / project control, and Associate Protection Officer.

• Completion of Secondary school is required.
• A bachelor’s degree in a relevant field such as Information Management, Computer engineering, Monitoring and Evaluation disciplines will be an added advantage.

• Ethiopian languages – Amharic, Oromo, Tigray 
• Arabic

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