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3-2-1 Content Supervisor

Date Posted: Sep 05, 2020
Monthly Salary: 0 MWK - 0 MWK

Job Description

3-2-1 Content Supervisor, Malawi

About Viamo

Mobile technology is revolutionizing how organizations engage with their end users. More than 96% of the world’s population has access to a mobile phone, meaning it is now possible to reach nearly every single person on the planet. Yet 3 billion people living in emerging markets still lack access to relevant, timely, and engaging information in their local languages, and their voices remain underheard. The organizations that serve them lack the technology and capacity to reach them, and many are unaware of the power of mobile technology to meet their organizational goals.

Viamo connects individuals and organisations using digital technology to make better decisions.

With more than 11 million people reached in 2019 alone, we are well on our way to meeting our goal of reaching 50M people annually by 2023.

We manage a national toll-free public service information line called the 3-2-1 Service on Interactive Voice Response, USSD and SMS. By calling 3-2-1 in Malawi, anyone with access to a mobile phone will be able to access information on topics such as health, agriculture, financial literacy and more. In a series of “listen, then choose” steps, callers will use their phone to select from among hundreds of recorded voice messages.

About the role

The 3-2-1 Content Supervisor is an integral part of the VIAMO team and responsible for ensuring quality on the 3-2-1 Service. (S)he will help with each step of the content creation process, ensuring that key messages follow best practices, and are translated, recorded and pre-tested correctly. (S)he will be the IVR platform expert, building the audio and text trees, updating content, and troubleshooting. (S)he will play a key role in monitoring the continued quality and success of the Service, piloting and evaluating new initiatives, and reporting to MNO and NGO partners.

Key Responsibilities

  • Manage 3-2-1 day-to-day activities.
    • Test 3-2-1 channels daily to ensure that the codes are working
    • Update the master document containing all 3-2-1 messages
    • Update dynamic content on the service.
    • Documentation and archiving of any changes made to the content of the service
    • Track all other 3-2-1 related statistics, in collaboration with the Country Manager.
    • Issue and analysis of 3-2-1 monthly statistics
  • Upload and manage content in the Viamo platform
    • Master all Viamo mobile functionality for the creation and management of content trees with the 3-2-1 best practices
    • Update sound files as needed
    • Update text (USSD/SMS) as needed
    • Create live dashboard links as requested for sharing with content partners
    • Download data and create reports on usage as requested
  • Managing relations with the content production team
    • Create and organise the content scripts with 3-2-1 best practices to share with the team for translation and recording.
    • Ensure that all received content is of high quality, in the agreed-upon format and delivered on time
    • Once the sound files and text files have been sent back, review and compare the content to ensure consistency, grammatical accuracy, and clarity of the messages.
    • If revisions to the sound file or the text need to be made, send it to the production team explaining the problem. Repeat as necessary.
    • Update master document containing all 3-2-1 messages across all languages
    • Document and archive any changes made to the content of the service
  • Pre-testing of content
    • Lead the pre-testing of new 3-2-1 content for message quality and comprehension
    • If necessary, identify, train, and supervise researchers for testing of content, according to 3-2-1 testing guidelines
    • Produce summary reports with recommendations for improving the content
  • Issuance of statistics and reports related to 3-2-1
    • Issue and analysis of 3-2-1 monthly statistics
    • Track all other 3-2-1 related statistics, in collaboration with the Product Supervisor
    • Write and send monthly usage reports to MNO partner
    • Write and send monthly usage reports to Content Partners
  • Manage the 3-2-1 marketing relations with mobile Network Operator
    • Create 3-2-1 promotion messages with best practices and submit them to MNO for approval
    • Collaborate with the MNO to create a schedule for promotions and ensure that it is followed
    • Record the dates of promotion, messages pushed across the different categories
    • Create BTL reports for MNO and partners


  • Other: Malawi project management support
    • Support the Country Manager as needed for Viamo’s work in Malawi
    • Assist with the design, strategy and implementation of projects in Malawi
    • Lead project implementation, supporting translation, recording, testing needs, amongst other project needs
    • Carry out technical deployment of the project on the Viamo platform
    • Monitor and document performance metrics, end user engagement and impact to inform appropriate changes to project approach and overall implementation as needed.

Key Performance Indicators

  • Impact, in terms of 3-2-1 Service reach and project outcomes
  • Execution of program deliverables Impact: number of unique listeners and engagements

Team and Reporting Structure

  • Reports to Country Manager, Malawi



  • Minimum bachelor’s degree in a relevant subject (Information Technology, Statistics, Communications)
  • Mastery of computers and mobile technology with proficiency in MS Office
  • Experience of data collection and analysis.
  • Experience with project management life cycle, monitoring and evaluation.
  • Fluency in Chichewa and Tumbuka
  • Demonstrated ability to multitask, prioritize and coordinate
  • Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed
  • Excellent attention to detail and thoroughness
  • Legally authorized to work in Malawi


  • Previous experience working with a Mobile Network Operator.
  • Knowledge of Interactive Voice Response and USSD.
  • Previous working experience in content development for mobile.
  • Experience with behaviour change communication is desirable.
  • Experience with qualitative research is desirable.
  • Previous experience working in project management.

To apply : CLICK HERE

Skills Required

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  • Type
    Full Time
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  • Apply Before
    30 Sep, 2020

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