CSC Snr Quality Assurance Associate

Job Posting Organization:
UNICEF, established to save children's lives and defend their rights, operates in over 190 countries and territories. 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, emphasizing the importance of belonging and growth within the organization.

Job Overview:
The position is situated within the Digital Impact Division (DID) of UNICEF, which focuses on leveraging digital technologies to enhance the organization's mission. The role involves overseeing the quality assurance of services provided by the Valencia Common Services Centre (CSC), ensuring that all services meet established standards. The incumbent will also promote continuous improvement initiatives to enhance service quality. The CSC operates under a client-focused model, streamlining processes and improving coordination across divisions. The role is critical in ensuring that UNICEF can deliver inclusive, future-ready digital solutions that advance child rights globally.

Duties and Responsibilities:
A. Quality Standards, audits, and continuous Improvement: The incumbent will define, maintain, and continuously improve quality standards and procedures for service delivery across the CSC. This includes performing regular quality reviews and audits, evaluating service requests for accuracy and compliance, and promoting the use of emerging technologies like AI to enhance operational efficiency. B. Performance Management, Knowledge management, and Risk Management: Responsibilities include defining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), analyzing data for performance measurement, and contributing to risk assessments and internal control frameworks. C. Governance, Transitions & Service Enablement: The role involves supporting the implementation of governance structures and coordinating service transitions and process changes. D. Stakeholder & Partner Collaboration: The incumbent will coordinate with internal and external stakeholders to ensure effective service delivery and handle escalated client inquiries. E. Other Duties: Additional responsibilities as assigned by the supervisor to support CSC objectives.

Required Qualifications:
Minimum requirements include a secondary education in Business Administration, Information Systems, Finance, International Studies, or related fields. At least 7 years of relevant work experience in Operations, Quality Assurance, Administration, or Service Delivery is required. Skills in Process Improvement, Data Analysis, Problem Solving, and Quality Standards are essential. Proficiency in English is mandatory, with knowledge of another official UN language being desirable.

Educational Background:
Candidates must possess a secondary education in relevant fields such as Business Administration, Information Systems, Finance, or International Studies. Higher education qualifications may be advantageous but are not explicitly required.

Experience:
The position requires a minimum of 7 years of relevant work experience in areas such as Operations, Quality Assurance, Administration, and Service Delivery. Experience in developing and implementing service frameworks and managing quality assessments is highly valued.

Languages:
Proficiency in English is mandatory for this position. Knowledge of another official UN language (Arabic, Chinese, French, Russian, or Spanish) or a local language is considered an asset and is desirable for candidates.

Additional Notes:
The position is full-time and may involve working in a diverse and inclusive environment. UNICEF promotes a zero-tolerance policy on conduct incompatible with its aims, including discrimination and abuse. The organization is committed to safeguarding children and requires all selected candidates to undergo rigorous background checks. Reasonable accommodations are provided for candidates with disabilities throughout the recruitment process. UNICEF does not charge any fees during the recruitment process and emphasizes the importance of a diverse workforce.