Customer Service Monitoring and Evaluation Officer (Level 4)

Summary

The Monitoring & Evaluation Officer at the Passport Immigration and Citizenship Agency - Customer Service Branch is responsible for the implementation of activities that will support the consistent monitoring and evaluation of service and quality standards within the Customer Service Unit to ensure the service excellence requirements are maintained. The incumbent will evaluate all aspects of the processes and recommends improvement to strengthen performance. Reporting to the Monitoring & Evaluation Manager, the Monitoring & Evaluation Officer will play a key role in transforming data into actionable insights to enhance operational efficiency and service delivery.. 💰Salary: $2,803,771 JMD per annum

Responsibilities

• Technical/Professional:

  • • Extract and review performance data from various sources including CRM systems, surveys, and other data repositories.
  • • Collaborate with cross-functional teams to define key performance indicators (KPIs) and develop data-driven strategies to improve customer service operations.
  • • Conduct ad-hoc data analysis to support ongoing customer service initiatives and projects.
  • • Monitor and analyze feedback and satisfaction surveys to assess and enhance customer service quality.
  • • Identify areas of improvement in customer service processes and systems based on data analysis findings.
  • • Conduct regular data audits to ensure data quality and compliance with regulatory standards.
  • • Develop and implement Monitoring and Evaluation systems, tools guidelines, recording and reporting systems for all activities or processes, including identification f indicators and data requirements while retaining the overall goal, objectives, outcomes. and impact
  • • Assist in the development of customer service performance reports and presentations for internal stakeholders.
  • • Evaluate the effectiveness of customer service training programmes through data analysis of employee performance.
  • • Submit periodic reports on the implementation process of all performance indicators.
  • • Conduct root cause analysis of customer complaints and service issues to recommend process improvements.
  • • Monitor and analyze social media feedback and sentiment data to identify areas for service enhancement.
  • • Support customer service quality assurance activities by analyzing call recordings, and customer interaction data.
  • • Assists with the monitoring of the performance development process for both high and poor performers.
  • • Assists with the monitoring of the corrective actions and provide reports on their progress
  • • Contribute to the identification of correction and corrective actions from CARs received
  • • Collaborate with cross-functional teams to design and implement customer satisfaction surveys to gather feedback on service quality and customer experience.
  • • Analyze customer journey data to identify pain points and opportunities for service improvement.
  • • Collaborate with marketing teams to analyze customer response data from promotional campaigns.
  • • Develop risk assessment models to identify potential service disruptions and mitigate operational risks.

• Management/Administrative:

  • • Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Collaborates with all levels of staff to embed a culture of performance and recognition.
  • • Collaborates with the Training team to ensure training and developmental activities are implemented is effective.
  • • Contribute to the completion of the monthly and quarterly reports
  • • Assists with the maintenance of the Department’s Competency Framework to support performance management, recruitment and selection, training, career development and to reinforce the Department’s core behaviours.
  • • Guides and monitors the performance development process for both high and poor performers to improve/strengthen performance and career development.
  • • Assists with the planning and execution of self-audit activities
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Analytical Skills

• Technical:

  • • Data Mining

Qualifications

• • BSc. In Management Studies, Business Administration, Public Administration, Research Methods
• • Knowledge of Governments Monitoring & Evaluation Framework
• • Minimum of 2 years of experience in the Data Analytics field, and other relevant areas, including queries, reports, and presentations.

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • The role will require occasional overtime or weekend work to accommodate data analysis needs and project deadlines.
  • • Compliance with agency security protocols and confidentiality measures to safeguard information and maintain data integrity.
  • • Work will be conducted in an office outfitted with standard office equipment and specialized software.
  • • The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions.
  • • Will be required to travel locally to other Offices to facilitate on-site audit and other monitoring & evaluation requirements

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line NO LATER THAN FRIDAY, June 6, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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