Monitoring and Learning Officer (MLO) at New Incentives

Job Summary

• We are seeking a Monitoring and Learning Officer to support the organization in conducting ongoing program quality assessments on New Incentives field activities.
• This position will review program implementation against organizational frameworks, assess protocol adherence, and evaluate stakeholder satisfaction.
• The ideal candidate works well independently, has excellent communication skills, and thinks critically.
• Success in this role will require proficiency in planning, organizing, and implementing field visits in a timely and professional manner.
• The ability to critically assess program quality and make targeted suggestions for improvement is imperative to success.
• Proficiency in Google Workspace (formerly G Suite) is preferred.

Key Duties and Responsibilities
Ensures Program Quality in the Field:

• Engages in several weekly field visits to disbursement and other activities
• Utilizes framework to assess program quality
• Assesses stakeholder and beneficiary satisfaction through qualitative interviews
• Document lessons learned and success stories
• Generate excellent reports on field activities
• Identify critical factors for success and support their translation into program policy.

Administrative and Field Related Roles:

• Assesses 2 clinics per day and reports back to the Expansion Coordinator via myday regarding their proficiency in customer service.
• Performs an in-depth review of field officers' customer service, incorporated into training and, where relevant, protocol recommendations.
• Develop and implement training on customer service and the importance of good treatment of caregivers.
• Executes training for managers and field auditors on assessing customer service gaps.
• Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries. Strengthen and encourage interpersonal communication skills between health workers and the ABAE field officers.
• Reviews field officers' performance dashboards to ensure a comprehensive understanding of field officers' performance.
• Review clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.
• Report to the Expansion Coordinator on areas where refresher training is needed for field officers.
• Visits clinics at least once a week.
• Participates and conducts training sessions during field officers' training.
• Carries out any other tasks issued by the Expansion Coordinator.
• Manages a system to track beneficiary and non-beneficiary feedback and complaints.

Key Requirements
Education and Work Experience:

• B.Sc or equivalent.
• 2-3 years relevant experience working in MEL
• At least 1-year prior experience working for a non-profit, charitable organization, or INGO.
• Experience conducting qualitative research.

Skills and Competencies:

• Strong communication and interpersonal skills (especially in Hausa)
• Excellent budget management skills.
• High ethical standards and integrity
• Ability to travel extensively
• Ability to identify gaps and recommend solutions
• Ability to manage multiple priority tasks
• Highly proactive with a very strong sense of accountability
• Proficiency in MS Word, MS Excel, MS PowerPoint, internet browsers, smartphones, and ICT in general. Using Google Docs, Google Sheets, and AppSheet would be a bonus.