Senior Programme Associate (Quality Control Monitoring)

## Job Description Introduction Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture atIOM workplace culture | International Organization for Migration Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy,internal and internal-equivalent candidatesare considered as first-tier candidates. Organizational Context and Scope Under the direct supervision of the National Project Officer (FAP) and additional supervision of the FAP Project Officer (Quality Control and Monitoring), the successful candidate will be accountable and responsible for supporting the streamlining visa application services for the German family reunification, resettlement, and evacuation caseloads. ## Responsibilities 1. Act as the quality control focal point for the FAP Project and assist in the day- to-day quality control monitoring of visa applications and supporting the monitoring of the FAP activities.Support the development and implementation of Standard Operating Procedures (SOPs), as needed. 2. Oversee and undertake compliance activities in operations, including activities related to project monitoring and evaluation, training, project reporting, project support and/or protection, and undertake activities related to the implementation of the Interview Guidelines.In close coordination with the National Project Officer (FAP), assist in the design and implementation of assessments, surveys, and other tools and activities pertaining to the Program Integrity Guidelines. Ensure a high quality of data by confirming accurate collection, entering, maintaining, safeguarding, and reporting of data related Program Integrity Guidelines.Ensure FAP internal software is updated as needed with applicants' data, biographical and other sensitive information such as interview dates, interview and fingerprint results, medical data and, and oversee processes such visa exit permits through oversight and quality check (QC) measuresUtilize reports, oversee and conduct regular QC of case files and data in FAP internal software to ensure the accuracy of all case information. Ensure the FAP center compliance with all SOPs and that processing pipelines are as short and efficient as possible, with expedited cases progressing as needed.In close coordination with the Quality Control Oversight Officer, support monitoring and evaluation activities for the operations, including, if assigned, planning monitoring and evaluation activities, designing monitoring and evaluation mechanisms, such as surveys, interview protocols, administering surveys, interviews and focus groups, analyzing monitoring and evaluation data, and reporting on data to the Quality Control Officer.In coordination with the National Project Officer (FAP), oversee protection activities related to vulnerable beneficiaries, such as children, the elderly, survivors of gender-based violence (GBV), persons with disabilities, lesbian, gay, bisexual, transgender, and intersex (LGBTI) persons, and other marginalized individuals, including, if assigned, providing training, drafting SOPs, tools and reference materials, monitoring implementation of SOPs and tools, providing regular reports on at-risk cases, liaising with colleagues on relevant issues, and analysing or completing documentation related to Unaccompanied and Separated Children UASC. 3. Ensure that filed questionnaires with visa applications are accurate and meet the requirements set by the donor and report immediately any quality issue to the Quality Control Officer. 4. Enhance capacities of Migrant Service Assistants (MSAs) through providing Ad Hoc trainings to promote knowledge and application of the SOPs. 5. Completion of Applications: Oversee the provision of the correct information and proper completion of application forms and questionnaires, while reviewing applications with supporting and additional documents as required. Oversee the efficient and effective management of applicants’ case files and medical records, including, if assigned, the creation of new case files, the timely and accurate distribution, return and re-filing of case files, that the file tracking system is used to keep comprehensive track of files, and that files are scanned and transformed into submission packets to the Embassy as needed. 6. Assist with the report preparation and data-management of the FAP Project by preparing statistical and thematic reports whenever required, and report to FAP management of any problems or issues arising immediately and regularly make suggestions on how to improve efficiency and service. 7. Maintain and ensure the confidentiality and integrity of all FAP-related matters and of all beneficiaries, by implementing quality control procedures in accordance with guidelines and instructions of the donor and standards of conduct and data protection rule. Alert management of any non-compliance to SOPs or codes of conduct by staff members. Also, take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data. 8. In coordination with the National Project Officer, liaise with other Teams and Units in IOM and with external partners such as UN agencies, or with the partner German consulate for the referral and case management of vulnerable applicants properly in need of special services and/or speed-up appointments. Prepare unit statistics and report regularly to the National Project Officer or management on relevant activities, problems, and solutions related to the reporting workflow pipeline. 9. Train Migrant Service Assistant members as needed to apply the SOPs and the guidelines, efficiently and effectively manage refugee case, conduct full family reunification interviews, organize and schedule refugee appointments, update FAP internal software, conduct quality assurance of files and case date. Oversee case management teams and activities. 10. Ensure capacity building and technical support to other FAP Country Offices by providing trainings to new MSAs and supporting in the reviewing and validation of interview reports. 11. In the absence of National Project Officer, act as an OiC to monitor and perform daily tasks, evaluate MSAs, and perform other duties. 12. Undertake duty travel as needed to support other FAP Country Offices for meetings and for trainings and perform any other duties as may be assigned. 13. Perform other duties as may be assigned. ## Qualifications Required Qualifications and Experience Education - University degree or equivalent in Business Management, Client Services, Social Science, Engineering Science or related discipline with four years of relevant experience; or, - High School diploma with six years of relevant experience. Accredited Universities are those listed in theUNESCO World Higher Education Database. Experience - Experience in programme monitoring, quality control, quality assurance, p