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التقديم على وظيفة VI-HR-REC189

Job Title: Accountability Officer

Close Date: 28/5/2017

Job Type: Full Time

Location: Turkey – Antakya/Gaziantep

Reporting To : MEAL Manager

Responsible for: Accountability assistants

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

  • University education in a relevant discipline preferred
  • At least two years of experience in an M&E, accountability, programme quality or related role preferably with a I/NGOs.

NEEDED SKILLS AND ABILITIES:

  • University education in a relevant discipline preferred
  • At least two years of experience in an M&E, accountability, programme quality or related role preferably with a humanitarian organization
  • Strong conceptual and practical understanding of the role and purpose of M&E and accountability for international humanitarian organizations
  • Strong written and verbal communications skills required
  • Strong capacity for M&E analysis and research
  • Demonstrated capability to produce high quality accountability reports
  • Ability to use MS Office programs, particularly Excel
  • English language required; Arabic
  • Good organizational skills, time management skills, and an ability to prioritize multiple and demanding tasks
  • Adaptable, self-motivated, willing to learn and take on extra duties as required;

ESSENTIAL JOB FUNCTIONS:

  • Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
  • Receive complaints through telephone hotline
  • Follow up on complaints received by other Violet staff with the same diligence as complaints received through the CRM directly;
  • Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
  • Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems
  • Respond to complaints objectively, accurately, and in line with Violet guidelines, using information provided by Project Managers, MEAL Officers/Monitors, field Coordinators, Technical Coordinators, project documents, and procedures, etc;
  • Follow up on pending complaints with Project, MEAL, and Coordination staff;
  • Analyze patterns and trends in complaints to help Violet improve its programming;
  • Produce a monthly analytic CRM report for Violet staff, Adapt and improve the CRM based on monitoring of its effectiveness.