Database Officer (Risk Management Unit)

Overview

Manage Call Centre's data operations and ensure accurate reporting in Nairobi.

You have:

• Bachelor`s degree in Business Administration, Social Sciences, Community Development, or relevant field of study.
• Minimum 2-3 years of experience in designing, overseeing, and implementing project M&E or a combination of education, training and experience.
• Minimum of 2 years' experience in a call centre environment, with knowledge of call centre telephony and technology.
• Fluency in written and spoken English and Somali language.
• Experience in data management, with competencies in qualitative and quantitative data collection and analysis methods and practical knowledge of MS-Office (especially Excel).
• Possessing high level of honesty and integrity, and guided by strong ethical principles.
• Previous experience in monitoring or verification work in Somalia.
• Strong listening skills, understanding of customer service principles and practices, stress tolerant and resilient working against tight deadlines.

Contract

This is a Fixed Term contract. More about Fixed Term contracts.

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The Database Officer in Risk Management unit plays a key role in defining, implementation and monitoring of several ICRC projects and activities. And is responsible for the day to day running of the Call Centre verification component. The job holder analyses data and compiles reports on the various verification assessments and feedback collected through the Call Centre.

Contributes to the design and implementation of adequate methodologies and fosters links and technical discussions with various internal departments.

This is a national/resident position based in Nairobi, Kenya.

Duties & Responsibilities

• Oversees the scheduling of post-distribution monitoring assignments to the Call Centre team both in Nairobi and Mogadishu
• Supervises and guides the work of the Call Centre Assistants to ensure verification outputs are achieved according to the agreed work plan and in line with the Risk Management Unit and compliance requirements
• Is responsible for the day-to-day running of the Call Centre and the team ensuring the application of the Standard Operating Procedures and the quality of the information recorded
• Translates verification materials from English to Somali or vice versa in line with the stipulated modalities and telephone survey methodologies and procedures
• Assists with routine quality control of verification and pre-distribution monitoring assignments, data analysis and reporting
• Ensures the schedules are adhered to, and assignments are completed within the appropriate timeframe through monitoring and regular checks
• Collects feedback during field activities to report on achievements, general perception, challenges and participates in giving recommendations to overcome the challenges
• Compiles quarterly status reports on feedback and complaints received and issues addressed
• Enhances and improves information management practices; responsible for the accuracy of the information presented by Call Centre assistants
• Develops and reviews data collection methodologies and tools to ensure quality and reliability in reporting

Certifications / Education required

• Bachelor`s degree in Business Administration, Social Sciences, Community Development, or equivalent qualifications in a relevant field of study

Professional experience required

• Minimum 2- 3 years of experience in designing, overseeing, and implementing project M&E or combination of education, training and experience
• Minimum of 2 years’ experience in a call centre environment, with knowledge of call centre telephony and technology

Desired profile and skills

• Excellent planning, interpersonal and communication skills
• Ability to work independently and/or within a team
• Fluency in written and spoken English and Somali language
• Experience in data management, proven track record of competencies in qualitative and quantitative data collection and analysis methods and practical knowledge of MS-Office (especially Excel)
• Possessing high level of honesty and integrity, and guided by strong ethical principles
• Previous experience in monitoring or verification work in Somalia
• Strong listening skills, understanding of customer service principles and practices, stress tolerant and resilient working against tight deadlines

Language

• English
• Somali

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

What we offer

• Challenging job opportunity within a dynamic work environment in an international humanitarian organization
• Training and development opportunities
• Competitive salary with benefits, based on the ICRC Compensation and Benefits framework

Additional information

This is a national/resident position based in Nairobi, Kenya Closing date 17th July 2025

Apply now

Potential interview questions

Added 7 days ago - Updated 2 hours ago - Source: careers.icrc.org