Core Responsibilities:
- Support in implementing JRF’s accountability system and the Feedback/Complaints Response Mechanism (FCRM) to enhance efficiency, effectiveness, and accountability across all JRF cultures.
- Log and document all received cases in JRF’ Annual External Cases Register, along with all supporting documents and reports.
- Receive and assess incoming cases submitted by external stakeholders and beneficiaries, ensuring all necessary information is obtained.
- Process received cases as per JRF FCRM and communicate to the relevant Project/Line Manager, to obtain needed justification, action, or further information as necessary.
- Inform the stakeholder/beneficiary of management response and any corrective actions taken, to ensure proper closure of all cases received.
- Conduct ongoing field visits to JRF projects and outlets to raise awareness of JRF FCRM, collect feedback/ suggestions, and identify any areas of risk to ensure continuous improvement of services provided.
- Provide trainings and support to JRF staff on accountability principles and standards, SOPs, and compliance requirements.
- Develop satisfaction measurement tools, collect and analyze data, and prepare well-designed satisfaction reports, to ensure the continuous improvement of JRF’s processes and services.
· Ensures that all written materials maintain high standards in terms of content quality, language proficiency, and tone.
Skills
Qualifications:
- Bachelor’s Degree in Industrial Engineering, or any related field .
- Excellent English and Arabic language skills (written and spoken)
- 3-5 years of experience
- Quality Management
- Accountability Standards and Principles
- Satisfaction Measurement tools
- Conflict Resolution
- Data Analysis & Visualization