VN 055/2026 Sr. Process and Quality Assurance Associate

Senior

Overview

Contribute to strengthening operational efficiency and service quality

You have:

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field from an accredited academic institution with four (4) years of relevant professional experience.
• High school diploma with six (6) years of relevant experience.
• Certification in Six Sigma, Kaizen, Lean, Agile, or any similar process improvement methodologies.
• Experience in process mapping, workflow analysis, or business process improvement.
• Experience in quality control, quality assurance, or compliance monitoring.
• Experience in monitoring service performance, including SLAs or KPIs.
• Experience working with enterprise systems (ERP or similar) and understanding their role in business process execution.
• Experience in data analysis and reporting is an advantage.
• Experience working in an international, multicultural environment is an advantage.

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about G-6 contracts.

This is a Fixed Term contract. More about Fixed Term contracts.

Under the overall supervision of Head, HRAUL and the direct supervision of the HR Officer, the Senior Process and Quality Assurance Associate contributes to strengthening operational efficiency, service quality, and performance monitoring within a service delivery environment.

The position operates at the interface between business operations and systems, supporting the development, standardization, monitoring, and continuous improvement of end-to-end processes. The successful candidate plays a key role in supporting efforts to maintain workflows that are clearly defined, consistently applied, and aligned with system capabilities and organizational requirements.

Within IOM’s service delivery model, functions such as the Global Shared Services Centre (GSSC) provide transactional services with a strong emphasis on accuracy, timeliness, and data integrity. The successful candidate supports these objectives through process consistency, quality assurance, and performance tracking mechanisms.

In parallel, organizational functions focused on systems and analytics emphasize the continuous improvement of business processes through better use of systems, data, and automation. This position contributes to this approach by identifying inefficiencies, supporting process improvement initiatives, and supporting alignment with operational practices with organizational requirements.

The successful candidate works in close collaboration with operational units, system owners, and technical stakeholders to support alignment between business process, service delivery requirements, and system functionality.

Qualifications

EDUCATION

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field from an accredited academic institution with four (4) years of relevant professional experience. or;
• High school diploma with six (6) years of relevant experience.
• Certification in Six Sigma, Kaizen, Lean, Agile, or any similar process improvement methodologies.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

EXPERIENCE

• Experience in process mapping, workflow analysis, or business process improvement.
• Experience in quality control, quality assurance, or compliance monitoring.
• Experience in monitoring service performance, including SLAs or KPIs.
• Experience working with enterprise systems (ERP or similar) and understanding their role in business process execution.
• Experience in data analysis and reporting is an advantage.
• Experience working in an international, multicultural environment is an advantage.

SKILLS

• Strong analytical and problem-solving skills, with the ability to identify inefficiencies and propose practical solutions.
• Ability to document processes clearly using structured methodologies (e.g. workflows, diagrams).
• Good understanding of quality assurance principles and performance monitoring frameworks.
• Proficiency in data analysis and reporting tools (e.g. Excel or equivalent).
• Strong communication skills, with the ability to convey technical or process-related information clearly.
• Attention to detail and commitment to quality and accuracy.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies - Behavioural indicators – Level 1

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Notes

Please refer to this link for guidance on IOM Job Category.

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
4. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, 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.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
7. No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Responsibilities

1. Process Mapping and Standardization

• Map and document end-to-end business processes, including workflows, roles and responsibilities, system interfaces, and control points.
• Maintain and update process documentation to promote clarity, consistency, and accessibility across stakeholders.
• Contribute to the documentation and standardization of processes, in line with organizational procedures and system capabilities.

2. Process Improvement and Optimization

• Analyse existing workflows and identify inefficiencies, bottlenecks, and areas for improvement.
• Propose and support the implementation of practical solutions to simplify, streamline, and enhance processes.
• Support the translation of business requirements into structured process improvements in coordination with relevant stakeholders.

3. Quality Control and Assurance

• Support the implementation of quality control mechanisms to promote accuracy, consistency, and compliance in service delivery.
• Conduct periodic reviews and checks to assess adherence to established procedures and identify deviations or issues requiring follow-up.
• Assist in the development of standard operating procedures (SOPs) and related process documentation.

4. SLA Monitoring and Performance Analysis

• Monitor service level agreements (SLAs), KPIs, and operational performance indicators.
• Analyse performance data to support identification of recurring issues and service gaps.
• Prepare reports, summaries, and dashboards to support performance monitoring activities.

5. Systems and Stakeholder Coordination

• Liaise with operational units and technical teams (e.g. systems, ICT, service centers) to support the implementation of process improvements.
• Support testing, validation, and updates related to system-enabled processes.
• Support process-related follow-up and coordination with stakeholders to facilitate timely resolution of issues.

6. Knowledge Management and Capacity Support

• Maintain organized and up-to-date documentation of processes, procedures, and quality standards.
• Contribute to knowledge-sharing initiatives and support capacity building related to process management and service quality.

7. Other

• Perform such other duties as may be assigned.

Apply now

Potential interview questions

Added 7 hours ago - Updated 7 hours ago - Source: iom.int