Quality and Case Management Officer

Reporting to the Support Services and Coordination Manager, the Quality & Case Management Officer is responsible for ensuring quality and disciplinary case management for CTG personnel and operations in Afghanistan and across Asia region. The role combines quality assurance with case management responsibilities, ensuring compliance with company quality standards, client requirements, and Afghanistan legal frameworks.

Quality Assurance (50%)

• Conduct routine quality checks on field operations, documentation, and system entries.

• Verify that all operational tasks follow internal procedures, client requirements, and contractual obligations.

• Support Operations Managers and (Senior) Account Managers to ensure work is completed accurately and on time.

• Perform spot checks, field visits, and data reviews to identify gaps, inconsistencies, or missing information.

• Ensure accurate and timely use of CTG systems and SharePoint for documentation, tracking, approvals, and reporting.

• Monitor completeness and accuracy of consultant files, onboarding steps, and compliance with mandatory training.

• Provide clear, actionable feedback and support corrective measures with field teams when non-compliance is identified.

• Maintain continuous reporting on quality performance, trends, risks, and corrective actions.

• Immediately escalate complex, legal, compliance, or high-risk matters to HQ.

• Contribute to continuous improvement of operational processes, tools, and quality standards.

Disciplinary Case Management (50%)

• Serve as the designated Disciplinary Management focal point for South Sudan.

• Manage and document disciplinary cases in line with company policy and labour compliance standards.

• Conduct fact-finding interviews and evidence review while ensuring confidentiality, neutrality, and procedural fairness for low-risk and medium-risk disciplinary cases.

• Log and update all cases in the Disciplinary Management System (DMS) and ensure accurate recordkeeping for South Sudan.

• Escalate complex or high-risk cases to HQ and support the coordination process.

• Prepare quarterly case summaries including case numbers, outcomes, emerging trends, and recommendations for improvement.

• Provide guidance to managers on disciplinary process requirements and documentation expectations.

• Support awareness and training activities aimed at improving compliance, behaviour standards, and performance accountability.

This role reports to the Support Services and Coordination Manager with functional oversight to the Ethics and Quality Manager

• Bachelor’s degree in International Relations, Humanitarian Affairs, Social Sciences, or a related field (Master’s degree preferred).

• Minimum 3 years of relevant experience in quality assurance, monitoring, or compliance within field operations. Experience in disciplinary case management, employee relations, or compliance is an advantage.

• Understanding of Afghanistan labor laws, administrative processes, and local operational context. Experience working with humanitarian organizations or international agencies is an asset.

• Fluency in English and relevant local languages.

• Experience using digital reporting systems (e.g., HRIS, document management systems, audit tracking platforms) is a must. Proficiency in excel, including pivot tables, lookups, filtering, data validation, and basic automation, is required.

• Very strong analytical skills, with the ability to interpret data, identify trends, and propose actionable improvements.

• Strong communication and documentation skills with high attention to detail and accuracy.

• Ability to work independently, manage competing priorities, and meet deadlines.

• Demonstrated integrity, confidentiality, and sound judgment.

• Willingness to travel within Asia region, including to high-risk areas based on operational needs.

This role has no team management requirements

To be advised.