Quality Assurance Officer (NOA)

Job Posting Organization:
UNICEF, established in 1946, operates in over 190 countries and territories with a mission to save children's lives, defend their rights, and help them fulfill their potential. The organization is committed to promoting the rights of every child and offers diverse opportunities for professional and personal development. UNICEF is known for its inclusive culture and attractive compensation and benefits package, aiming to build careers while serving children and communities worldwide.

Job Overview:
The Quality Assurance Officer (NOA) role is crucial for supporting the monitoring and implementation of quality assurance activities across all services delivered by the Customer Service Center (CSC). This position is under the general supervision of the Deputy Representative, Operations, and focuses on ensuring compliance with Service Level Agreements (SLAs), enhancing client satisfaction, and improving risk management and issue resolution systems. The officer will be responsible for performance monitoring against key performance indicators (KPIs), developing operational KPIs, and implementing a balanced scorecard approach to track efficiency, quality, cost, and client satisfaction. The role also involves preparing quarterly performance reports, conducting customer satisfaction surveys, and maintaining strong relationships with clients to ensure timely resolution of concerns and continuous improvement in service delivery.

Duties and Responsibilities:
The Quality Assurance Officer will have a comprehensive set of duties including:

• Performance Monitoring: Track response times, resolution times, and process cycle times against SLAs, ensuring quality and timeliness of service outputs.
• Client Management: Design and implement customer satisfaction surveys, analyze feedback, and conduct post-service follow-ups to ensure client satisfaction.
• Risk Management: Assess compliance of work processes, maintain standard operating procedures, and implement a risk-based review system.
• Reporting: Prepare and disseminate performance reports to stakeholders, ensuring transparency and accountability.
• Collaboration: Work with internal teams to implement client-driven innovations and facilitate monthly performance review sessions to analyze trends and recommend improvements.
• Efficiency Improvement: Identify opportunities for greater efficiency and value for money through evaluation of operations and work processes.

Required Qualifications:
Candidates must possess a first university degree in Business Administration/Management, Financial Management, Accounting, Public Finance, or related fields. Additionally, at least one year of relevant work experience in audit, internal controlling, operations, or management is required. Proficiency in using computers and office software packages, particularly MS Word and Excel, is essential. Experience with web-based management systems and ERP financials, preferably SAP, is an asset. Candidates should also have experience in monitoring and evaluation, customer relationship management, operational performance management, and risk management.

Educational Background:
A first university degree in relevant fields such as Business Administration, Financial Management, Accounting, or Public Finance is required for this position. This educational background is essential for understanding the complexities of operations and management within UNICEF's framework.

Experience:
The position requires at least one year of relevant work experience in areas such as audit, internal controlling, operations, or management, particularly in international or developing country contexts. Experience in performance monitoring, customer relationship management, and the development of Service Level Agreements (SLAs) is highly desirable.

Languages:
Fluency in Arabic and English is mandatory for this role. Knowledge of French and another official UN language is considered an asset, enhancing communication capabilities within the diverse UNICEF environment.

Additional Notes:
This position is full-time and may involve working in a dynamic and challenging environment. UNICEF promotes a diverse and inclusive workforce and encourages applications from all qualified candidates, including those with disabilities. The organization offers a range of benefits, including paid parental leave and reasonable accommodations for persons with disabilities. Candidates must be prepared for rigorous reference and background checks, and appointments are subject to medical clearance and vaccination requirements. UNICEF does not charge any processing fees during the recruitment process.