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Call Centre Operator

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About Integrity Watch Afghanistan

Integrity Watch is an Afghan civil society organization committed to increase transparency, accountability, and integrity in Afghanistan.

The mission of Integrity Watch is to put corruption under the spotlight through community monitoring, research, and advocacy. We mobilize and train communities to monitor infrastructure projects, public services, courts, and extractives industries. We develop community monitoring tools, provide policy-oriented research, facilitate policy dialogue, and advocate for integrity, transparency, and accountability in Afghanistan.

Integrity Watch was created in October 2005 and established itself as an independent civil society organization in 2006. It has approximately 90 staff members and 381 Local Monitors. The head office of Integrity Watch is in Kabul with provincial programmatic outreach in Balkh, Bamyan, Herat, Kabul, Kapisa, Nangarhar, Parwan, Baghlan, and Kunduz, Paktia.

Integrity Watch’s work has three major components: (1) Community Monitoring, (2) Research, and (3) Advocacy. Integrity Watch tries to encourage active citizenship and community mobilization through its programs. Our community monitoring work includes development of community monitoring tools, mobilizing and training communities to monitor infrastructure projects, public services, courts, and extractives industries.

Our research work is focused on policy-oriented research measuring trends, perceptions and experiences of corruption and covering wide range of corruption related issues including security and justice sectors, extractive industries, budget and public finance management, and aid effectiveness. The objective is to develop new, ground-breaking empirical research in order to set the agenda, influence decision-makers, and bring to the public attention non-documented and non-explored issues.

The aim of our advocacy work is to enhance Integrity Watch’s pioneering role in advocating for knowledgeable decision-making and informed public debate on corruption and integrity. Our advocacy work includes facilitation of policy dialogue on issues related to integrity, transparency, and accountability. We advocate for access to information; budget transparency, accountability, and participation; aid transparency and effectiveness; social accountability; and other issues related to anti-corruption.

Job Summary

Specific Objectives of the Program:
Below is the list of specific objectives of the proposed program:
1. Increasing understanding in local communities of the power of Community Based Monitoring (CBM) in halting corruption through the introduction of trained Integrity Champions (ICs).
2. Promoting CBM through recruiting and training integrity leaders or ICs selected from youth groups, women networks and grassroots organisations and empowering them to continue integrity building through trainings for subsequent generations of ICs.
3. Engaging Youth as a particular target group for these trainings in order to take the lead on accountability building in the country. Specific resources and tailored training will be provided for them to ensure their participation in anti-corruption efforts.
4. Strengthening the network of ICs and boosting their coordination through providing additional training, mentoring, tools and resources for them to promote integrity building and government accountability in selected provinces and eventually all across Afghanistan.
5. Engaging governments (both at a local and national level), civil society organizations and other community groups by facilitating the creation of spaces for dialogue through which these actors can assess community needs and interact with transparency and accountably in the identification of solutions to citizen’s problems, concerns and priorities.
6. Develop the training packages for the chain of trainings starting from 30 to 40 participants, and expanding it to 300 to 400 trainees using the assistance and involvement of the first generation of Integrity Champions.

The main objective of the Call Center Operator position is to provide ICs context specific advisory and guidance to Integrity Champions in their campaigns promoting accountability and in their fight against corruption. This facility will help ICs to get the guidance of managers and others with potential experience on ways and means of dealing with problems.

Job Details

Date Posted: 01 Dec 2016 Reference: 0200/ 2016
Closing Date: 08 Dec 2016 Work Type: Full Time
Number of Vacancies: 1 Gender: Female
Functional Area: Call Center Open Ended: NO
Nationality: Afghan Salary Range: As per company salary scale
Contract Type: Long-term Years of Experience: 2 Year(s)
Contract Duration: 0 Year(s) & 0 Month(s) Extension Possibility: No
Probation Period: 3 Months

Duties and Responsibilities

• Receiving calls and responding them
• Managing and taking down the information from Integrity Champions/ ICs from eight provinces
• Referring the issues/ problems of ICs to managers and receiving their guidance and solutions
• Calling back the ICs and connecting them with managers/ mentors
• Report generation on weekly basis from the database
• Compiling reports on weekly, monthly , quarterly and annual basis

Database:
• Manage the ICs database and keep all the records updated
• Enter the data from the ICs monitoring forms into the database
• Check and confirm the accuracy of ICs monitoring forms
• Compile reports from the database
• Maintain proper filing system
• Assisting the IB Program Assistant in day to day activities
• Any other activity that could be advised by the project manager or the senior management
• Maintain a proper filing system



Finance and Admin:
• Process the Integrity Building related admin finance affairs
• Maintain proper filing and record keeping of all the financial documents
• Assist provincial staff in financial and logistics tasks
• Assist Program Assistant in drafting reports and work plans

Skills

Knowledge, skills and abilities
• Good interpersonal, organizational and communication skills; personal commitment, efficiency and flexibility
• Ability to work effectively and harmoniously with colleagues from different cultures and
Professional backgrounds
• Excellent computers skills in MS Word, Excel, Power Point and Access
• Thorough knowledge of Dari and Pashto, and very good understanding of English language is preferred
• Ability to type in English and Dari/Pashto
• Able to manage data in the best way possible
• Oral and written communication in Dari and in Pashto, English is preferred
• Result-oriented and able to deliver within tight deadlines;
• Willing to work overtime, holidays and weekends as requested by his/ her supervisor.

Qualifications

Education
• At least high school graduate, university degree in computer science, IT, social science, literature, or any other relevant field will be an advantage

Experience
• Two years-experience in the similar area

Job Location

Afghanistan - Kabul

Education:

High School, Call Center

Submission Guideline

Please apply by sending a CV and a cover letter that outlines how your experience and education relate to the skills and experience outlined in the Terms of Reference to: In the e-mail subject line please write “Call Centre Operator and your name.

The deadline for application is 8th of December 2016. However, interviews of suitable candidates may begin as applications are received. Only female short-listed candidates will be contacted.

Submission Email

hr@iwaweb.org

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