Call Centre Operator (Monitoring & Data Collection)

Under the direct supervision of the Call Centre Supervisor / Project Manager, and in coordination with WFP Monitoring and VAM teams, Call Centre Operators will undertake the following duties and responsibilities as listed in this TOR.

• Accurately record responses in real time using WFP-approved digital data collection platforms (e.g. MoDA, KOBO, ODK), ensuring completeness and consistency of data.

• Apply appropriate probing techniques and clarification methods while maintaining neutrality and avoiding bias.

• Identify and flag anomalies, inconsistencies, or potential risks (e.g., assistance issues, protection concerns, fraud/diversion signals) during interviews and report them through established escalation channels.

• Ensure correct classification of call outcomes (e.g. completed, refusal, no answer, callback) and maintain accurate disposition codes.

• Administer structured questionnaires through phone-based interviews (CATI), SMS, or hybrid modalities, ensuring alignment with WFP standardised survey tools and methodologies (applicable across RPM, TPM, and WFP field monitoring systems).

• Prior to survey implementation, review questionnaires, call scripts, training materials, and relevant programme documentation to ensure full understanding of objectives and context.

• Ensure efficient use of resources (call time, systems, devices) and adherence to operational plans.

• Demonstrate professional conduct at all times, treating respondents with respect, dignity, and cultural sensitivity.

• Maintain daily tracking of performance indicators, including number of calls completed, response rates, and adherence to quotas.

• Undertake any other related tasks as required for monitoring, data collection, or survey implementation.

Ensure strict adherence to WFP-approved call scripts, including:

• Privacy notice and informed consent procedures

• Ethical engagement with respondents

• Proper handling of sensitive questions (e.g., protection, complaints)

Participate in quality assurance processes, including:

• Call monitoring and review sessions

• Verification of data against call recordings (where applicable)

• Implementation of feedback and corrective actions

Contribute to regular reporting by documenting:

• Operational challenges (e.g., low response rates, language barriers)

• Recommendations to improve data collection processes

Ensure full compliance with WFP data protection and confidentiality requirements, including:

• Secure handling of personal data

• Non-retention of data outside authorised systems

• Adherence to data access protocols and timelines

Support multi-modal monitoring integration by ensuring compatibility of collected data with:

• Remote monitoring systems (RPM)

• Third-party monitoring (TPM)

• WFP field monitoring datasets

This role reports to the line manager.

• Bachelor’s degree in statistics, economics, social sciences, development studies, public health, or a related field.

• Minimum 3–5 years of experience in data collection, call centre operations, or monitoring activities in humanitarian or development contexts.

• Experience supporting remote data collection (phone-based surveys) and/or digital data collection for field monitoring.

• Familiarity with multi-modal monitoring approaches (RPM, TPM, and field monitoring) is highly desirable.

• Strong communication and interviewing skills, with the ability to engage respondents effectively over the phone.

• Good understanding of monitoring and evaluation principles, including quantitative and qualitative data collection.

• Familiarity with WFP monitoring tools and standardised questionnaires is an asset.

• Strong attention to detail and ability to ensure data accuracy and quality.

• Experience in using digital data collection platforms (e.g. MoDA, KOBO, ODK, SurveyCTO).

• Ability to follow structured scripts while adapting to respondent needs and context.

• Awareness of protection, gender, and accountability to affected populations (AAP) principles.

• Understanding data protection and confidentiality standards in humanitarian contexts.

• Ability to identify and escalate risks or sensitive issues appropriately.

• Strong organizational skills and ability to meet daily targets and deadlines.

• Proficiency in relevant local languages and good command of English (written and spoken).

• Experience in call centre environments supporting humanitarian or food security data collection.

• Familiarity with call monitoring systems, dashboards, and performance tracking tools.

• Experience contributing to data quality assurance processes (call recordings, validation checks).

• Ability to operate in complex and high-risk environments with sensitivity to context.

This role has no team management responsibility.

Qualified female candidates are encouraged to apply for this role.