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