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:
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.
