UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, the right to hope

The Hashemite Kingdom of Jordan is a leader in the region for the rights of its children. Working closely with the Government of Jordan, civil society, the private sector, and communities, UNICEF Jordan Country Office aims to sustain results achieved for children to date, and strive to further improve policies, national institutions and programmes, for the well-being of every child in Jordan, in line with Jordan”s Vision 2025 and the National Human Resources Development Strategy (2016-2025) towards achieving the Sustainable Development Goals. Our programmes focus on improving the lives of the most vulnerable and disadvantaged children in the Kingdom, irrespective of their nationality, gender, religion, or background. Our main pillars include Child Protection; Education; Water, Sanitation & Hygiene; Adolescent and Youth Engagement, Health and Nutrition; Social Protection; and Operations.

How can you make a difference?

The Quality Assurance Officer (NOA) role and under the general supervision and overall guidance of the Deputy Representative, Operations, will support the monitoring and implementation of proactive and systematic quality assurance activities across all services delivered by the CSC. The role will ensure compliance with Service Level Agreements (SLAs), consistency in service delivery, client satisfaction, and the adequacy and effectiveness of risk management, issue resolution, and continuous improvement systems

Key Functions:

1. Performance monitoring against KPIs and ensuring compliance with the SLA

• Develop and maintain operational KPIs, under guidance from the supervisor, to track response time, resolution time, and process cycle times against the SLA including the quality and timeliness of client inputs and CSC service outputs.
• Implement a balanced scorecard approach to monitor performance across efficiency, quality, cost, and client satisfaction.
• Coordinate and lead in collaboration with the supervisor monthly performance review sessions to analyze trends, identify gaps, and recommend improvements.

• Prepare and disseminate quarterly performance reports to internal and external stakeholders.
• Ensure transparency and accountability through frequent and clear communication of performance outcomes.

1. Client management and customer satisfaction

• Design and implement Customer Satisfaction surveys.
• Analyze feedback to identify trends and service improvement opportunities.
• Conduct post-service follow-ups to gather insights and ensure client satisfaction.
• Facilitate monthly client feedback sessions to capture qualitative input.
• Serve as the primary point of contact for client concerns and ensure timely resolution.
• Build strong, trust-based relationships with clients through consistent engagement.
• Lead collaborative SLA development with clients, aligning KPIs and service standards.
• Organize and conduct monthly joint performance reviews to assess delivery and drive improvements.
• Maintain open communication channels for updates, feedback, and issue resolution.
• Collaborate with internal teams to implement client-driven innovations.

1. Promoting value for money, cost effectiveness and efficiency

• Identify opportunities for greater efficiency and value for money through evaluation of the operations and work processes and enforcing compliance systematically.
• Conduct root cause analysis to address inefficiencies and enhance service delivery.
• Benchmark the CSC performance against other centres and industry standards to identify best practices and improvement opportunities.

1. Risk management

• Assess completeness, adequacy and compliance of work processes in operations for effective implementation of CSC activities.
• Ensure standard operating procedures (SOPs) are kept up to date and aligned with UNICEF policies and procedures.
• Implement a risk-based system to periodically and systematically review a sample of operations activities to ensure they are carried out according to established work processes and in compliance with UNICEF policies and procedures
• Maintain a system to document and report weaknesses in internal controls.
• Participate and contribute as necessary in office internal and external audits and follow up and help in implementing actions aimed at addressing internal controls gaps and building the capacity of responsible staff.
• Assist in the identification of operational risks and weaknesses and make recommendations to mitigate them.
• Assist in managing the CSC risks through eGRC

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

Minimum requirements: 

• Education: First University degree in one of the following areas is required: Business Administration/Management, Financial Management, Accounting, Public Finance or any other related fields
• Work Experience: At least 1 year of relevant work experience in audit, internal controlling, operations, or management and oversight at the international and/or in a developing country is required. Experience in the use of computers and office software packages (MS Word, Excel, etc) and advance knowledge of spreadsheet and database packages and such certifications are an asset. Experience in handling web-based management systems and ERP financials, preferably SAP is an asset, relevant experience in monitoring and evaluation, customer relationship management, operational performance management, KPIs and risk management is an asset. Ability to analyze feedback and translate insights into actionable improvements is highly desirable. Experience with Service Level Agreements (SLA) development and performance monitoring is an asset.
• Language Requirements: Fluency in Arabic and English is required. Knowledge of French and another official UN language is an asset.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The 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

Familiarize yourself with our competency framework and its different levels.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). 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 based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. 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, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

UNICEF appointments are subject to medical clearance.  Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks:

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. For this position, eligible and suitable candidates with disability are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. 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.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

Humanitarian action is a cross-cutting priority within UNICEF’s Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.

Visa residence requirements: i.e.: UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.

 

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements