Technical Advisor I – Feedback, Complaint, and Response Mechanism ICT (FCRM ICT) Full Time

Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work are accomplished through programs of emergency response, health, agriculture, education, microfinance, and peacebuilding.

• Job Title:  Technical Advisor I – Feedback, Complaint, and Response Mechanism ICT (FCRM ICT)
• Department:  Safe & Dignified Programming
• Band:                9
• Reports To:    Program Manager I- Accountability
• Employment Term:   Indefinite term 
• Country/Location:   Ethiopia, Addis Ababa

Job Summary:

You will be responsible for managing and analyzing feedback collected through different FCRM channels including the hotline system. You will also provide technical guidance for projects by developing consolidated information on feedback received using you track and Power BI. The role involves creating and maintaining dashboards to visualize project data and ensure effective communication and response strategies.

Job Responsibilities:

Feedback Management:

• Integrate and manage feedback coming through various ICT4D/ICT4FCRM platforms into a centralized data management system by leveraging REST Application Programing Interface (API).
• Utilize YouTrack to track, categorize, and prioritize feedback and issues.
• Manage the YouTrack system by registering active users and deactivating inactive users.
• Ensure timely responses and resolutions to feedback and issues.
• Develop automated reporting systems to track the performance of FCRM channels.
• Analyze feedback trends to identify patterns and recommend improvements in the system and project workflows.
• Ensure integration of multi-channel feedback mechanisms (hotline, Suggestion box, community help desk) into the overall FCRM data management system.
• Collaborate with project and IT teams to ensure the FCRM system remains aligned with project needs and data quality standards.
• Oversee system testing and enhancements of the hotline, ensuring that feedback mechanisms are functioning correctly.
• Provide training and support to CRS and partner staff on using ICT tools for managing feedback effectively.
• Ensure compliance with data privacy laws and internal policies related to the confidentiality and security of feedback and complaint data.
• Prepare periodic reports and presentations on the performance of FCRM channels for senior management and project stakeholders using the different dashboards.

Dashboard Creation and Maintenance:

• Develop and create interactive dashboards with Power BI to effectively visualize and analyze FCRM data, enabling clear insights and data-driven decision-making.
• Design and build interactive dashboards using Power BI to visualize project data.
• Integrate data from You Track and other FCRM channels into Power BI dashboards through third party application integration.
• Collaborate with project team to ensure accurate data integration from various sources into the dashboards.
• Implement automated data refresh processes to ensure up-to-date information is always available.
• Develop customized data visualizations to meet specific project needs, ensuring they are user-friendly and actionable.
• Monitor dashboard performance, troubleshoot issues, and optimize the system for speed and efficiency.
• Create dashboard documentation and guidelines for users, ensuring ease of navigation and understanding.
• Train project teams and key stakeholders on how to effectively utilize the dashboards for decision-making and tracking project performance.
• Ensure data accuracy by conducting periodic quality checks on the information displayed in the dashboards.
• Develop and track key performance indicators (KPIs) relevant to FCRM processes and project outcomes through interactive dashboards.
• Maintain and update dashboards to reflect the real time project data and feedback.

Data Analysis:

• Analyze feedback data to identify trends, patterns, and areas for improvement.
• Generate reports and insights to support decision-making and project improvements.
• Collaborate with project teams to implement data-driven solutions.
• Utilize advanced data analytics tools (e.g., Power BI, Excel, R, or Python) to perform quantitative and qualitative analysis on feedback and complaints.
• Present findings and actionable recommendations to senior management and stakeholders in clear, data-backed reports and presentations.
• Identify and analyze high-priority issues or recurring complaints, ensuring that they are escalated and addressed swiftly.
• Ensure that feedback analysis is compliant with data privacy regulations and internal security protocols.
• Benchmark feedback trends against other similar projects or external datasets to gauge the effectiveness of the FCRM system.
• Ensure effective communication with the consulting firm eCOM to maintain the optimal functionality of the server.
• Monitor and manage the day-to-day operations of the FCRM server infrastructure, ensuring minimal downtime and efficient performance.
• Oversee regular server maintenance activities, including updates, backups, and security checks with the technology partner.
• Coordinate with the IT team and consulting partners (eCOM) to implement server upgrades and resolve technical issues promptly
•  Implement security measures to protect sensitive feedback data according to CRS security standard and measures.
•  Ensure compliance with relevant data privacy regulations according to CRS compliance of data privacy
• Administer the call center system (ICMS, Zoiper, and Server), troubleshoot issues, and provide technical support to employees by communicating with the consulting firm.
• Understanding of system architecture, networking, and cloud computing.

Communication and Collaboration:

• Work closely with call center supervisor, other ICT4D colleagues, project managers, call center system developers and other stakeholders to ensure effective feedback loops.
• Provide training and support to team members on using Comcare, You Track, IVR and Power BI.
• Communicate findings and recommendations to stakeholders through presentations and reports.
• Any other tasks assigned by the supervisor.