Compliance Monitoring Analyst/Hotline Operator

Food and Agriculture Organization




Technical Focus

Under the direct supervision of the FAO Representative and of the Compliance Officer, the Compliance Monitoring Analyst/Hotline Operator will contribute to efforts that monitor projects outputs against work plan and targets, including those of the Service Providers for the overall FAO Somalia Programmes. The incumbent will specifically assist in the operations of the Call Centre.

More specifically the duties and responsibilities of the Compliance Monitoring Analyst/Hotline Operator will include:

Tasks and responsibilities

  • Coordinate the Call Centre team in Hargeisa to ensure all activities are running smoothly and effectively.
  • Monitor the effective functioning of the hotline and report technical issues as they arise to allow timely fixing and optimized hotline operations.
  • Assist in collecting data and information on the activities of each component of the FAO emergency and programme components.
  • Assist in compiling the data for each component of the emergency and programmes.
  • Organizes and conducts phone-based surveys during peak of the CC activity.
  • Maintain a schedule of surveys and work efficiently towards their completion.
  • Follow FAO SO survey methodologies and existing formats for data and metadata storage (databases, tools, protocols).
  • Enter data received from key informants into FAO SO databases.
  • Maintain a schedule of surveys and work efficiently towards their completion.
  • Responsible in handling FAO Hotline telephone in Hargeisa
  • Receive Hotline Telephone calls from FAO beneficiaries in Somalia.
  • Record complains, appreciations and any other Information from the beneficiary calls into Excel sheets.
  • Update hotline data records on weekly basis
  • Observe confidentiality of the callers and the information in the hotline data base
  • Perform other related duties as required.


Minimum Requirements    

  • Bachelor’s degree in management, social research, and development studies, sociology, public admin, political science, community development or a related field.
  • Minimum of 3 years of work experience in a call centre coordination role is required. Experience in complaints handling, or feedback mechanism role is preferred.
  • working knowledge (level C) of the FAO official language used for communication within the country (English) and working knowledge of the local language(s) is required.
  • National of Somalia





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