Scope of Services


The selected service provider will perform the following key functions:
Inbound Services
Handling participant inquiries related to:
Loan application processes and status updates.
Program activities, eligibility criteria, and timelines.
Resolving concerns and escalating issues when necessary.
Operating dedicated phone lines and email support for... participants.
Outbound Services
Conducting follow-up calls with:
Loan applicants tverify submitted information and update them on
application progress.
Participants for post-program feedback and surveys.
Sending reminders for upcoming training sessions, deadlines, and other program milestones.
Data Reporting and Analysis
Maintaining detailed logs of all inbound and outbound calls.
Compiling reports on:
Call volumes, types of inquiries, and resolution rates.
Participant satisfaction and key issues raised.
Recommendations for addressing recurring concerns or improving communication strategies.
Value-Added Services
Providing SMS services for quick updates.
Facilitating live chat support via online platforms.
Offering multilingual support tcater tparticipants’ diverse needs.


Deliverables


The call center service provider will deliver the following outputs:
Operational Setup:
A fully functioning call center with trained personnel and necessary infrastructure.
Service Quality Reports:
Weekly and monthly performance reports covering key metrics (e.g., average
handling time, resolution rate, and participant satisfaction).
Call Records:
Accurate records of all interactions for audit and analysis purposes.
Participant Feedback:
Consolidated feedback reports highlighting key trends and actionable insights.


Duration and Timeline


Contract Duration: 1 year with the possibility of extension based on performance.
Setup Phase: The provider will complete onboarding and setup within one month from contract signing.
Operational Phase: Full-scale operations will commence immediately after the setup phase.
Reporting and Supervision
The service provider will report tthe Investments Director at HEVA. Regular updates will be provided through:
Weekly Progress Meetings: Discuss call center performance, challenges, and solutions.
Monthly Performance Reports: Detailed reports on metrics, feedback, and recommendations.


Qualifications of the Service Provider


The ideal service provider must meet the following criteria:
Demonstrated experience managing call center operations for development programs, financial services, or similar sectors.
Proven capacity thandle diverse participant groups, including marginalized communities.
Multilingual support capabilities, including fluency in [languages relevant tthe program participants].
Robust data management systems tensure confidentiality and compliance with data protection regulations.
Capacity toperate during business and non-business hours as needed.
Financial Proposal
The proposal must include a detailed breakdown of costs for:
Setup costs (if applicable).
Monthly operational costs.
Additional fees for optional services (e.g., SMS, live chat, multilingual support).


Evaluation Criteria


Proposals will be evaluated based on:
Technical Expertise: Understanding of the program’s objectives and scope.
Experience: Relevant past performance and client references.
Service Delivery Plan: Feasibility and efficiency of the proposed approach.
Financial Proposal: Cost-effectiveness and alignment with the program’s budget.


Submission Guidelines


Interested service providers should submit their proposals including the following:
Company profile and relevant experience.
Detailed technical approach and work plan.
Staffing plan and qualifications of team members.
Technology infrastructure and data management tools.
Financial proposal with cost breakdown.
References from previous clients. more

Consultancy Scope

HEVA seeks a Monitoring, Evaluation and Learning (MEL) Consultant who will:

Take lead in the implementation of the Monitoring and Evaluation framework including the development and review of baseline and endline data for the various elements of the logical results framework (Impact, objectives and outputs), establishing sources and means of data verification for the various... indicators prescribed by the logical framework.
Develop internal reporting schedules and templates for the beneficiaries’ reviewing potential beneficiaries’ proposals to ensure that the indicators on their logical frameworks are SMART.
Review and update beneficiaries’ as well as HEVA’s logical framework, M&E plans, Project Indicators, Targets, detailed Implementation Plans, Narrative reports and any other source document; as well as compare beneficiary performance on logframe indicators against the overall industry/national and/or regional figures on the same.
Develop tools for data collection as well as oversee the data collection and monitoring of the beneficiaries on a quarterly basis.
Follow up with relevant teams on programme quality improvement action plans. Ensure action points are followed up and relevant measures taken and incorporated into programming.
Reporting findings and lessons learnt from the monitoring and evaluation activities on a quarterly basis throughout the project’s life’s span.
Conduct mid-term and final evaluation assessing the impact of the action.
Assist beneficiaries in understanding the overall log frame indicators linked to their project activities, identifying indicators unique to their projects as well as defining impact targets for their projects.
Conduct check-ins with beneficiaries to assess their MEL reporting progress and suggest approaches (if any) to improving the quality of MEL reporting on a quarterly basis or as agreed upon with HEVA.
Constant updating of the project’s risk matrix.
Generate relevant M&E reports for partners and donors. This may include availing data and insights for a comprehensive project narrative report. These reports could be monthly, quarterly, annually and cumulatively to date.

Knowledge & Qualifications for the role for Individual Consultants

Masters Degree in Social Sciences, Monitoring and Evaluation, Project Management, Statistics or related discipline from a recognized university.
Certification in M&E and in conducting assessments or equivalent
Minimum five years practical experience in M&E system coordination/ implementation in a large international non-governmental organisation or other international relief/development body
Experience in data/statistical programmes e.g SPSS
Excellent planning, coordination and reporting skills
High professional ethics and integrity
Strong communication and interpersonal skills
Good analytical skills with appropriate attention to detail
Computer literacy in MS office word, Excel and Powerpoint
Excellent team player with ability to work under minimum supervision

Preferred Knowledge and Qualifications

Experience working in multicultural , value-driven teams
Experience working on donor funded projects
Ability to work with documents in French. more