Customer Care M&E Officer (GMG/AM 3) (Vacant)

JOB PURPOSE

KEY OUTPUTS

KEY RESPONSIBILITY AREAS INCLUDE:

• Assists the M&E Officer to collect data, analyse and report on feedback from the MDA’s Mystery Shopper Programme 

• Assists the  M&E  Officer with the evaluation of the Customer Service. Training/Sensitization Sessions (Head Office, Outstations, Departments and Agencies), in collaboration with the Human Resource Development Unit. 

• Assists the M&E Officer with evaluation of the quality of products and service offerings of the MDA, its portfolio agencies and departments. 

• Assists with the deployment and collection of internal and external Customer Service Surveys to determine customer satisfaction. Assists with the analysis of the data. 

• Update the Customer Service M&E database with relevant data as new information becomes available.

• Collates reports to support the M&E Officer with preparation of the Customer Service M&E reports on a monthly, quarterly, half-yearly and annual basis. 

• Support the M&E Officer with the printing, binding and distribution of relevant tools to assist with the collection of data 

• Provides support to the M&E Officer with the development and execution of relevant customer service research 

• Assists with the set-up and logistics of focus group meetings, gatherings and other sessions to garner feedback from relevant customers. 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Diploma in Management Studies or Public Administration or related subject. 

• At least 2 years experience in supporting data collection and analysis and/or work in a research environment Familiarity with using databases. Familiarity with statistical tools is an asset