Quality Assurance Officer (Service Quality Management) NO-B FT, UNICEF Global Shared Services Centre, Budapest, Hungary (for Hungarian nationals only)

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Application deadline 9 months ago: Sunday 11 Jun 2023 at 21:55 UTC

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Contract

This is a NO-2 contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. More about NO-2 contracts.

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.

The UNICEF Global Shared Services Centre (GSSC) was created with the purpose of being a center of excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s program results worldwide.

The UNICEF GSSC currently manages transactions for the organization in four main lines of service globally to all staff: HR Administration, Payroll, Finance and Customer Care.

In this context, the GSSC has the responsibility to develop a mechanism of monitoring the services provided to offices within the agreed performance standards, create a culture of continuous improvement though process simplification and adoption of new technologies, keeping up with trends in the shared service industry.

The QA team supports the GSSC through regular testing, providing conclusions that risks are reasonably within established thresholds or recommendations and insights to further improve service delivery.

How can you make a difference?

The Quality Assurance Officer is responsible for the coordination and preparation, planning, organization, analyses, and follow-through of Quality related assignments/reports. The incumbent participates in quality reviews, risk analysis, internal or external audit reviews and/or assessments. The Quality Assurance Officer reports to a more senior staff member and may supervise support staff.

Summary of key functions/accountabilities:

  1. Quality Assurance Delivery
  • Provide technical guidance and oversight to support staff in the Quality Team particularly in areas of root cause analysis, internal control principles, and risk.
  • Provide support through data analysis, sample calculation, and testing as needed, in the review of the office systems, procedures and processes for compliance with organizational rules and regulations.
  • Support the GSSC in enforcing and strengthening internal controls to ensure that systems are in place to prevent, detect and report non-compliance.
  • Design and develop work programs for suspicious transaction monitoring, detective reporting and compliance monitoring.
  • Summarize key issues and prepare reports that addresses stakeholder needs.
  • Leads the discussions with streams on key issues identified and effectively collaborate and negotiate with key stakeholders for issue resolution.
  • Coordinates the update of stream level risk registers.
  • Ensures and monitors that all work assigned to incumbent, and the incumbent’s team is done properly and efficiently, with issues properly documented, reported and escalated as needed.
  1. Change and Continuous Improvement initiatives
  • Initiate and lead projects that advocates for quality within the streams
  • Initiate and lead projects that strengthens the quality assurance review internal processes
  • Prepare structured evaluations on risk and benefits realizations of change initiatives
  1. People Management
  • Ensure team is adequately staffed and trained to deliver on their job responsibilities.
  • Provide technical support, feedback and on the job training to team members.
  • Ensure team building through leadership, motivation and innovation.
  1. Knowledge sharing, training and updates
  • Remain current and knowledgeable to ensure all changes in UNICEF rules and regulations applicable to GSSC are implemented to ensure compliance.
  • Evaluate the impact of changes in regulations on internal controls and advise management accordingly.
  • Keep abreast of latest advancements in quality assurance and data analysis and ensure that team is trained and updated.
  • Help design and deliver training programs to address compliance needs, fraud awareness, risk management and internal controls.

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

Education:

  • A first university degree (Bachelor's) in accounting, business administration, economics, financial management, human resources management, public administration, or another relevant field is minimum requirement.
  • An advanced university degree in a relevant field is an asset.

Experience:

  • A minimum of two (2) years of relevant work experience working at the national and/or international level, in the field of service management, financial management, audit or related area is required of which at least one year involves data analysis.
  • Previous experience internal audit and/or risk management with a proven track record of interfacing with multiple levels of the organization is highly desired.
  • Experience working in a Shared Service Centre environment/business support Centre is desirable.
  • Experience working in the UN Common system or related international organization is considered an asset.

Technical Competencies

  • High proficiency with Microsoft Office is required.
  • Good Knowledge of customer services metrics, service level agreements and customer survey techniques are required.
  • Excellent communication & presentation skills (written & verbal) across multiple audiences with ability to influence others is required.
  • Proficiency in data analysis and reporting software is required.
  • Experience in project management or change management is an asset.

Language Requirements

  • Fluency in English (verbal and written) is required.
  • Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is a strong asset.

As an advocate for every child, you will receive

  • A competitive salary which is exempted from paying national income taxes in Hungary on United Nations emoluments here and the UN Salary Scale worldwide Salaries and Allowances (UN). here a salary calculator SalCalcInt (undp.org) for simulation.
  • Holidays and leave, including 30 days of annual leaves per year
  • Parental leave
  • Dependency allowance
  • United Nations sponsored medical insurance plan
  • Pension plan
  • Optional life insurance plan
  • Access to professional development and learning programs, online learning and learning path
  • Access to staff well-being support
  • Access to career development support

Please visit Compensation and Benefit site on UNICEF Career page

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.

Remarks: Requirement for internal applicants

Internal applicants from GSSC are required to complete the courses of Learning Paths that are identified as essential when applying to the level of this post. Please visit the L&D Portal Learning and Development (sharepoint.com) for more information.

For every Child, you demonstrate...

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability and the following core competencies:

  • Nurtures, Leads and Manages People
  • Demonstrates Self Awareness and Ethical Awareness
  • Works Collaboratively with others
  • Builds and Maintains Partnerships
  • Innovates and Embraces Change
  • Thinks and Acts Strategically
  • Drive to achieve impactful results
  • Manages ambiguity and complexity

To view our competency framework, please visit: https://uni.cf/Competencies

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: UNICEF's Competency Framework here.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

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 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.

UNICEF appointments are subject to medical clearance. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). 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.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Added 10 months ago - Updated 9 months ago - Source: unicef.org