New Incentives is seeking a Monitoring and Learning Officer to support the organization in conducting ongoing program quality assessments on New Incentives field activities. This position will review program implementation against organizational frameworks, assess protocol adherence, and evaluate stakeholder satisfaction.
The ideal candidate works well independently, has excellent communication skills, and thinks critically. Success in this role will require proficiency in planning, organizing, and implementing field visits in a timely and professional manner. The ability to critically assess program quality and make targeted suggestions for improvement is imperative to success. Proficiency in Google Workspace (formerly G Suite) is preferred.
Key Duties and Responsibilities
Ensures Program Quality in the Field
Engages in several weekly field visits to disbursement and other activities.
Utilizes framework to assess program quality.
Assesses stakeholder and beneficiary satisfaction through qualitative interviews.
Documents lessons learned and success stories.
Generates excellent reports on field activities.
Identifies critical factors for success and supports their translation into program policy.
Administrative and Field-Related Roles
Assesses 2 clinics per day and reports back to the Expansion Coordinator via MyDay regarding their proficiency in customer service.
Performs an in-depth review of field officers' customer service, incorporated into training and, where relevant, protocol recommendations.
Develops and implements training on customer service and the importance of good treatment of caregivers.
Executes training for managers and field auditors on assessing customer service gaps.
Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries.
Strengthens and encourages interpersonal communication skills between health workers and ABAE field officers.
Reviews field officers' performance dashboards to ensure a comprehensive understanding of field officers' performance.
Reviews clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.
Reports to the Expansion Coordinator on areas where refresher training is needed for field officers.
Visits clinics at least once a week.
Participates and conducts training sessions during field officers' training.
Carries out any other tasks issued by the Expansion Coordinator.
Manages a system to track beneficiary and non-beneficiary feedback and complaints.
Key Requirements
Education and Work Experience
B.Sc or equivalent.
A minimum of 2-3 years relevant experience working in MEL.
At least 1-year prior experience working for a non-profit, charitable organization, or INGO.
Experience conducting qualitative research.
Skills and Competencies
Strong communication and interpersonal skills (especially in Hausa).
Excellent budget management skills.
High ethical standards and integrity.
Ability to travel extensively.
Ability to identify gaps and recommend solutions.
Ability to manage multiple priority tasks.
Highly proactive with a very strong sense of accountability.
Proficiency in MS Word, MS Excel, MS PowerPoint, internet browsers, smartphones, and ICT in general.
Experience using Google Docs, Google Sheets, and AppSheet would be a bonus.