Senior ICT Associate (Quality Assurance), GS-7, Global Shared Services Centre, Budapest, Hungary

The role of the Senior ICT Associate (Quality Assurance) is to analyze the data and advise on areas of strengths and weakness and recommend actions for improvement where areas of improvements are identified.

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 provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology.

How can you make a difference?

The Senior ICT Associate (Quality Assurance) at the GS-7 level, in Customer Care Section of the Global Shared Services Centre reports to the ICT Manager (post # 95368) who is at the P4 level. 

Under the direct supervision of the ICT Manager of Customer Care, the Senior ICT Associate (Quality Assurance) will be responsible for ensuring compliance with SOPs, process scripts and other process documents, supporting process improvement and maintaining documentation. The key role 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.

The role of the Senior ICT Associate (Quality Assurance) is to analyze the data and advise on areas of strengths and weakness and recommend actions for improvement where areas of improvements are identified.

Summary of key functions/accountabilities:  

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

• 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 by sampling a representative number 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.

• Coordinates with other functional QA teams to ensure consistency
• Identify opportunities for process improvement and share with relevant teams

Maintain documentation

• Document deviations from SOPs and Work Instructions 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.

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

• Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
• A minimum of seven years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Practical experience and working knowledge of risk management is an asset.
• Proven experience in dealing with confidential and sensitive communication and information is desirable.
• Proven ability to organize and prioritize is desirable.
• Fluency in English is required. Knowledge of another UN language or local language of the duty station is considered as an asset.

Applicants must be nationals of EU countries or in possession of a valid work permit.  Please attach a copy of your work permit to your application submission.

General Service (GS) 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…

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability, 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

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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. 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.