CFA 002-GN10-2026-Agent(e) De Redevabilité (CFM)

Organizational Context

The International Organization for Migration (IOM), established in 1951, is a UN agency dedicated to promoting humane and orderly migration. In Guinea, IOM, in partnership with the EU and the government, implements a program focused on the protection, return, and reintegration of migrants. This role is within the IOM Country Office in Conakry, contributing to the Program Department's Monitoring and Evaluation Unit.

Job Purpose

The Agent(e) de Redevabilité (CFM) is responsible for the daily operational management of the Complaints and Feedback Mechanism (CFM). This role is crucial for ensuring accountability to returned migrants by managing various CFM channels, including a call center and reception office. The position involves receiving, registering, classifying, referring, and tracking complaints and feedback, ensuring strict adherence to CFM procedures, Accountability to Affected Populations (AAP) principles, and data protection rules. The aim is to provide a safe, accessible, and confidential channel for beneficiaries to express concerns, suggestions, and requests, thereby enhancing the program's effectiveness and beneficiary satisfaction.

Responsibilities

Key responsibilities include managing CFM channels (call center, suggestion boxes) to ensure accessibility and proper functioning. The role involves receiving and processing beneficiary complaints and feedback professionally, accurately registering all information in the official system, and ensuring data quality and traceability. It requires applying classification, referral, and follow-up procedures for all complaints, including sensitive cases, to ensure timely resolution. The position also entails providing feedback to complainants, ensuring complaint closure according to procedures, and maintaining strict confidentiality and adherence to AAP principles and data protection rules. Contributing to CFM data analysis and reporting to identify trends and improve mechanism performance is also a core duty.

Work Experience

Relevant experience in a call center, complaint management mechanism, customer service, or a similar role involving managing requests or claims is necessary. Experience in collecting, recording, and tracking sensitive data using tracking tools like Excel or databases is required. Experience in a humanitarian, migration, or UN system context is considered an asset.

Skills

Proficiency in managing complaints and feedback mechanisms (CFM). Ability to register, process, and track complaints according to procedures. Strong IT skills, including Microsoft Office (Excel essential) and digital applications. Understanding of confidentiality, data protection, and sensitive information management. Excellent organizational, time management, and prioritization skills. Fluency in written French is essential; knowledge of national languages and English is an asset.

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