This position ensures consistent, high-quality, and compliant service delivery across the Common Services Center by strengthening quality standards, performance monitoring, and governance. Through data-driven insights and effective stakeholder engagement, the role improves efficiency, reduces risk, and enhances client satisfaction, contributing to a more harmonized and effective CSC.

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, the right to a Digital future

How can you make a difference?

Digital Impact Division (DID) is at the heart of reshaping how UNICEF delivers lasting results for children. We are committed to harnessing the full potential of emerging digital technologies to advance UNICEF’s mission. DID works in close collaboration with regional Digital Impact teams and colleagues across headquarters divisions, regions, and country offices to leverage technologies and capabilities that accelerate progress on UNICEF’s goals, strengthen community resilience, and expand access to essential digital services and information. Our mission is to enhance UNICEF’s global digital impact by promoting equitable access to information and services, empowering communities to create lasting, positive change for children, and foster a more inclusive, interconnected, and sustainable world for every child, everywhere.

The Strategic Enablers pillar is a core element of UNICEF’s Digital Impact Strategy 2026–2029, acting as the structural backbone of the division. This pillar brings together key enablers—People & Culture, Communications, Operations and Artificial Intelligence — to create an integrated ecosystem for sustainable digital impact. Together, these enablers anticipate trends, foster innovation, and ensure UNICEF can deliver inclusive, future-ready digital solutions that advance child rights globally. 

The Valencia Common Services Centre (CSC) is established to deliver high-quality support across People & Culture, Administration, Finance, Procurement, and ICT. By streamlining services and leveraging specialized expertise, the CSC ensures efficiency, compliance, and alignment with global standards, allowing divisions to focus on strategic priorities while maintaining transparency and sustainability. 

The Valencia Common Services Center (CSC) provides a range of services for staff in Valencia, ensuring consistent, efficient, and high-quality service delivery. It operates under a client focused model that uses shared systems, service level agreements, performance monitoring tools, and a structured governance framework to streamline processes, improve coordination, and capitalize on economies of scale across divisions.

The incumbent will oversee the quality assurance of services delivered by the CSC, ensuring all services meet established standards. Additionally, the incumbent will actively promote and drive continuous improvement initiatives to enhance the overall quality of service provided by the center. 

Roles & Responsibilities:

A. Quality Standards, audits, and continuous Improvement:

  1. Define, maintain, and continuously improve quality standards, controls, and procedures to ensure harmonized service delivery across the Common Services Center (CSC).
  2. Perform regular quality reviews, audits, and spot checks for all CSC services processes to ensure consistency and harmonization across functions.
  3. Evaluate service requests, transactions, and case resolutions for accuracy, timeliness, completeness, and compliance with established policies and procedures.
  4. Promote the effective and responsible use of new and emerging technologies, such as Artificial Intelligence (AI), to enhance operational efficiency, streamline processes, and support data-driven decision-making across the CSC.

B. Performance Management, Knowledge management, and Risk Management:

  1. Define Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and other service performance metrics.
  2. Identify, collate, and analyze essential data required for measurement of key performance indicators.
  3. Create a robust knowledge repository by documenting Standard Operating Procedures and other knowledge articles.
  4. Contribute to risk assessments, internal control frameworks, and fraud-prevention activities, ensuring appropriate controls are integrated in CSC processes.
  5. Prepare and present quality reports, dashboards, and analytical insights for CSC management and the CSC Governance Committee.

C. Governance, Transitions & Service Enablement:

  1. Support the definition and implementation of governance structures, including clear RACI matrices, to enable timely decision-making and resolution of issues or conflicts.
  2. Coordinate service transitions, new service onboarding, and process changes, including support for the design, implementation, and enhancement of service management systems.

D. Stakeholder & Partner Collaboration: 

  1. Coordinate with internal stakeholders (People & Culture, Procurement, Finance, Operations teams) and external service partners (vendors, other UN agencies, or partners) to ensure seamless and effective service delivery.
  2. Participate in the handling of escalated client inquiries, including root-cause analysis and communication of findings and corrective actions to stakeholders. 
  3. Collaborate closely with service owners and operational teams to implement corrective and preventive actions and monitor their effectiveness.

E. Other Duties: 

  1. Perform any other duties as assigned by the supervisor in support of CSC objectives. 

If you would like to know more about this position, please review the complete Job Description here: Download File CSC Snr Quality Assurance Associate- G7.pdf

To qualify as an advocate for every child you will have… 

  • Minimum requirements
        1. Education: Secondary Education in Business Administration, Information Systems, Finance, International Studies and any other related fields.
        2. Work Experience: At least 7 years of relevant work experience in Operations, Quality Assurance, Administration, Service Delivery, SLAs, Reports, Dashboards. and any other related fields.
        3. Skills: Process Improvement, Data Analysis, Problem Solving, Quality Standards, Documentation, KPIs.
        4. Language Requirements : English - Proficient/Fluent
  • Desirables
      1. Language: Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language
      2. Shared Services, Compliance Reviews, Quality Assessments, Internal Audits, Service Frameworks
      3. Relevant experience at country level, particularly in development, fragile settings and humanitarian contexts. 

For every Child, you demonstrate...

UNICEF's Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

(1) Builds and maintains partnerships
(2) Demonstrates self-awareness and ethical awareness
(3) Drive to achieve results for impact
(4) Innovates and embraces change
(5) Manages ambiguity and complexity
(6) Thinks and acts strategically
(7) Works collaboratively with others

Familiarize yourself with our competency framework and its different levels.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks:

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. For this position, eligible and suitable female candidates are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants' bank account information.

Humanitarian action is a cross-cutting priority within UNICEF's Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.

Visa residence requirements: i.e. UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.

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Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.