Temporary Appointment of Quality Assurance Officer, NO-B, Customer Care, Global Shared Services Centre, Budapest, Hungary

UNICEF Global Shared Services Centre is seeking a Quality Assurance Officer, Temporary Appointment in our Customer Care Section. This role will ensure that the overall quality of service that customer care provides is in line with industry-standard and the above stated mission statement focusing on customer satisfaction, improvement of services and building capacity.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone. 

And we never give up.

For every child, results.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary supports UNICEF operations globally in the areas of Finance, Human Resources, Payroll and Information Technology (Customer Care).

How can you make a difference? 

The key role of the Temporary Appointment of Quality Assurance (QA) Officer is to ensure that the overall quality of service that customer care provides is in line with industry-standard and the above stated mission statement focusing on customer satisfaction, improvement of services and building capacity.

This assignment requires working with different teams, tools and processes.  As such, the role of the Quality Assurance (QA) Officer is to analyze the data and advise on areas of strengths and weakness and recommend actions for improvement where areas of improvements are identified.

The Temporary Appointment of Quality Assurance (QA) Officer will deliver weekly progress update to the Customer Care Manager, produces regular bi-weekly reports/updates and share with Customer Care management and staff.  QA Officer may share monthly report to management team, as needed.

This is a Temporary Appointment with a duration of three months, with possibility of extension.

This will involve:

Internal Compliance - To ensure SoPs and other process documents are in place and followed by the Customer Care agents.

• Gap Analysis - Regularly identify gaps in policies and procedures and work with the team, process owners, and Subject Matter Experts to ensure these documents are updated or advised of the omissions 
• Monitoring:

• Monitor a representative sample of contacts (i.e.: ticket, phone calls, emails) to ensure compliance with agreed SOPs and process instructions. Sampling methodology should follow audit best practice and should be defined by each team dependent on the risk framework, structure, types and volumes of contacts 
• Track and report findings and follow up to ensure agreed recommendations are actioned  
• Work with the team and Subject Matter Experts to identify knowledge and training issues and co-ordinate to address gaps 

Service Quality Assurance and Continuous Improvement - To ensure service delivery is consistent and of a high standard and opportunities for process improvements are harnessed.

• QA function coordination with other functional QA teams to ensure consistent application of service quality 
• Continuous Improvement - Identify opportunities for process improvement and share these with relevant teams

Maintain documentation

• Repository of relevant information such as SoPs and Work Instructions used by Customer Care agents
• Feedback received from Service Quality Management Team
• Data obtained from the various tools used by Customer Care such as Service Gateway, IRC, Contact Expert, Knowledge Articles, Customer Satisfactory Survey results, etc.

As an advocate for every child, you will have…

Requirements:

• Completion of university degree (Bachelor's Degree) in Business Administration, Computer Science or a related field
• Practical experience in performing Quality Assurance tasks
• Solid knowledge of Customer Service tools and processes
• Good written and oral communication skills
• Good knowledge of client operating systems (Windows 7, 8 or 10)
• Hands on experience of Applications such as MS Office 2016, Office 365, PC utilities, Internet, ITSM software such as Service Now, Remedy or Service Manager
• Ability to work in a team environment
• Ability to work in a multi-culturally diverse environment
• Fluency in English 

Assets:

• Understanding and experience on any function of ERP (SAP, Oracle, PeopleSoft) 
• Knowledge of additional UN Language (French, Spanish, Chinese, Russian, Arabic) 
• Knowledge of UNICEF/UN or International NGOs work environment rules and regulations 
• ITIL certification 

Female candidates are encouraged to apply.

National Officer (NO) staff are nationals of the country in which they perform functions of a technical and professional nature. Eligible applicants are nationals of Hungary. 

National Officer staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements.  UNICEF does not facilitate MFA accreditation for locally recruited staff.

For every Child, you demonstrate…

Our core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

View our competency framework at:

http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

All applications to UNICEF are required to be submitted through UNICEF's online recruiting system.  All applications should be in English.

UNICEF is committed to diversity and inclusion within its workforce and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

Remarks:

This is a Temporary Appointment with a duration of three months, with possibility of extension.