Call Centre Operator (Monitoring & Data Collection)

About the role

CTG, a staffing and HR solutions provider active in humanitarian and development work, is recruiting a Call Centre Operator (Monitoring & Data Collection) worldwide. The role reports to the Call Centre Supervisor / Project Manager and works with WFP Monitoring and VAM teams. It covers remote data collection such as Post Distribution Monitoring, distribution monitoring, market price surveys, beneficiary feedback surveys and qualitative data collection.

Key responsibilities

• Record responses in real time on WFP-approved digital platforms (MoDA, KOBO, ODK) and classify call outcomes correctly.
• Use probing and clarification techniques neutrally, and flag anomalies, protection concerns or fraud signals through established channels.
• Administer structured questionnaires by phone, SMS or hybrid means, and review scripts and training materials before each survey.
• Follow WFP-approved call scripts, including privacy notices, informed consent and ethical handling of sensitive questions.
• Take part in quality assurance, including call monitoring, verification against recordings and implementing feedback.
• Track daily performance indicators and contribute to reporting on operational challenges and improvements.
• Ensure data protection and confidentiality, and integrate data with RPM, TPM and field monitoring systems.

Required profile

• Bachelor's degree in statistics, economics, social sciences, development studies, public health or a related field.
• 3-5 years of experience in data collection, call centre operations or monitoring in humanitarian or development contexts, in any country.
• Fluent English; proficiency in relevant local languages is also required.
• No team management responsibility.

Required skills

• Digital data collection platforms (MoDA, KOBO, ODK, SurveyCTO).
• Phone-based interviewing and strong communication skills.
• Monitoring and evaluation principles, including quantitative and qualitative data collection.
• Call monitoring systems, dashboards and performance tracking tools.
• Awareness of protection, gender and AAP principles.