Senior Information Communication Technology Associate (Quality Assurance), GS7, FT, SQM, UNICEF Global Shared Services Centre, Budapest, Hungary

Contract

This is a G-7 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 7 years of experience, depending on education. More about G-7 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.

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.

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. 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.

GSSC has won the 2019 Business Services Firm of the Year in Hungary, one of 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

Under the direct supervision of the Business Analyst, the Senior ICT Associate (Quality Assurance) will be responsible for testing compliance with SOPs, process scripts and other process documents, supporting process improvement, maintaining documentation and providing recommendations and insights on areas reviewed. The incumbent works with the business unit to help 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 Senior ICT Associate (Quality Assurance) analyzes the data and advise on areas of strengths and weakness and recommends actions for improvement to ensure high quality of service and consistently low reputational risk levels.

Key functions, accountabilities and related duties/tasks:

Compliance

• Verify whether SOPs and other process documents are up-to-date and followed by Customer Care Agents.
• Test a representative number of contacts (i.e.: incidents, service requests, general queries) to ensure compliance with agreed SOPs and process instructions.
• Identify root cause/s for any non-compliance and make recommendations as relevant.
• Track and report on findings and follow up to ensured recommendations are actioned upon.
• Work with the teams and SMEs to identify knowledge gaps and training needs and coordinate to address gaps.

Service Quality Assurance and Continuous Improvement

• Identify and report potential areas for improvements.
• Coordinates with other functional QA teams and/or sections on continuous improvement initiatives as relevant to ensure improvements are reviewed, approved and implemented.

Maintain documentation

• Maintain and organize information obtained from the various tools used by Customer Care such as Service Gateway, IRC, Contact Expert, Knowledge Articles, Customer Satisfactory Survey results, etc.

Performance monitoring

• Analyze data on a weekly basis (Incidents, General Queries, Service Requests) to identify trends, tendencies, errors.
• Provide insights and recommendations based on data as relevant.
• Provide additional feedback related to services that do not meet SLA.

Reporting

• Assist in the creation/design/logic of regular or ad-hoc type of reports to support the work of Customer Care in terms of productivity, quality, or performance.

Change Initiatives

• Actively participate in GSSC change projects related to the area of expertise and/or as assigned by supervisor.
• Provide insights/opinions on risk and compliance on the change initiative projects assigned.

Additional Analysis

• Analyze feedback received from surveys including Customer Satisfaction evaluation and Customer Care Queries for potential areas of improvement.
• Provide analysis with recommendations if applicable, and related results to any ad-hoc topic related to area of expertise.

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, with a net minimum monthly salary of approximately HUF 698,222.00
• Hybrid work opportunity
• Holidays and leave, including 30 days of annual leave 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

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

• Completion of secondary education (high school diploma) is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications or Engineering.
• Minimum 3 years of relevant experience for candidates holding Bachelor’s or Master’s Degree in Computer Science, Information Systems, Telecommunications or Engineering is required.
• 7 years of relevant work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required for candidates without university degree.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Practical experience and working knowledge of risk management is an asset.
• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is a strong 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 (CRITA) underpin everything we do and how we do it. Get acquainted with Our Values Charter: https://uni.cf/UNICEFValues

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.

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.