Ended Quality Assurance Officer – Accountability

The Job

Quality Assurance Officer – Accountability (1 Position)

Duty Station [Aden -Yemen]    

“Who are we?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956 and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

DRC has been operating in the Middle East (ME) region for over a decade, running a combination of emergency, livelihood, protection and advocacy programmes through Country Offices (COs) in Yemen, Syria, Iraq, Jordan, Lebanon and Turkey with a Regional Office (RO) in Amman.”

About the job

This non-managerial position is under the overall guidance of the QA Team Leader – MEAL. S/he will contribute to the development and implementation of DRC Yemen Quality Assurance framework, with a particular focus on accountability towards beneficiaries and other target groups. S/he will oversee the overall implementation of beneficiary feedback mechanism guidelines while receiving, documenting and processing complaints receiving through different channels. S/he will identify and generate lessons learned from the BFM and assist the project staff in preparing periodic reports on complaints mechanism. S/he will responsible for the weekly and monthly database/report while keeping the importance of data confidentiality and security.

Duties and Responsibilities  

  • Plan and conduct community assessment in the operational areas to identify the BFM channels and obtain direct feedback from the stakeholders. 
  • Plan and conduct BFM training to DRC staff and other stakeholders at the beginning of project.
  • In charge of receiving complaints from beneficiaries on the hotline, mobile, feedback boxes and/or any newly instituted feedback channels.
  • Ensure the timely entry of all feedback received from beneficiaries/stakeholders into the BFM database and direct the feedback to the dedicate DRC project focal point for following up. 
  • Submit the BFM database/report on the weekly and monthly basis to QAM and QA Team Leader – MEAL, focusing on lessons learned which identified and generated from BFM.
  • Advise QAM and QA Team Leader – MEAL on urgent complaints. 
  • Assist in reviewing the BFM SOP and to ensure the BFM Yemen is implemented in accordance to the Core Humanitarian Standard (CHS) for quality and accountability.
  • Assist in conducting the MEAL activities (baseline, mid-term, evaluation and PDM).
  • Perform other duties as assigned by QA Team Leader/Manager. About you

To be successful in this role you must have:

Experience and technical competencies: (include years of experience) 

  • Minimum of two-year experience in the similar job with national/international NGOs/UN.
  • Solid knowledge of MS utilities (Word, Excel and PowerPoint).
  • Solid experience in writing reports in both Arabic and English.
  • Solid knowledge of HAP, CHS and any other humanitarian accountability standards •
  • Strong training & facilitation skills.


  • Flexibility in carrying out tasks.
  • Good listener with clear communications.
  • Adheres to the DRC’s values and ethical standards.
  • Promotes the vision, mission, and strategic goals of the DRC Yemen Program.
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.
  • Willingness to travel very frequently to field sites and percent of the time.
  • Establishes, builds and maintains effective working relationships with staff and partners to facilitate the provision of support. 
  • Consistently approaches work with energy and a positive, constructive attitude.
  • Solid communication skills (written and oral): sensitivity to and responsiveness to all partners, respectful and helpful relations with donors and project staff.
  • Remains calm, in control and good humored even under pressure.
  • Demonstrates openness to change and ability to manage complexities.
  • Responds positively to critical feedback and differing points of view.
  • Solicits feedback from staff about the impact of his/her own behavior.

In this position, you are expected to demonstrate DRC’ five core competencies: 

Striving for excellence: You focus on reaching results while ensuring an efficient process. 

Collaborating: You involve relevant parties and encourage feedback. 

Taking the lead: You take ownership and initiative while aiming for innovation. 

Communicating: You listen and speak effectively and honestly. 

Demonstrating integrity: You act in line with our vision and values. 

Moreover, we also expect the following:

Required qualifications

Education :

  • High school certificate. Preferably, bachelor’s degree in social science, IT, computer science, statistics, economics, M&E science or related field.


  • English – Good
  • Arabic -  Fluent

 We offer

DRC will offer the successful applicant a one Year contract, renewable dependent on both funding and performance. 

Workplace Aden with field visits. 

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment. This position will be placed at Band (H).

How to Apply

Interested? Then apply for this position by clicking on the apply button or the link below.

All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in the same language as this vacancy note. CV only applications will not be considered.

https://candidate.hrmanager.net/ApplicationInit.aspx?cid=1036&ProjectId=158343&DepartmentId=19111&SkipAdvertise ment=true  

If you have questions or are facing problems with the online application process, please contact job@drc.dk 

Applications close February 17, 2020.   

Need further information?

For more details on this position, please contact yem-recruitment@drc.ngo.

Please note that applications sent directly to [yem-recruitment@drc.ngo] will not be considered.

For further information about the Danish Refugee Council, please consult our website www.drc.ngo  

  • Employer: DRC
  • Category: Development/Non-Profit
  • Location: Aden
  • Posted on: 5 February 2020
  • Deadline: 17 February 2020