Argentina: Quality Officer (NOA), Buenos Aires, Argentina

Organization: UN Children’s Fund
Country: Argentina
Closing date: 27 Jun 2017

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world’s leading children’s rights organization would like to hear from you.

For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children’s survival, protection and development. The world’s largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.

Purpose of the Position

Under the close supervision and guidance of the Direct Marketing Specialist (NOC), supports the individuals fundraising area by providing assistance on quality planning, monitoring and evaluation to improve performance management of the in-house call center, 10 outsourced call center outbound campaigns, F2F campaigns and other interaction with current and potential donors.

Key Accountabilities and Duties & Tasks

Analyze information to create a quality assurance framework

  • Design organizational’ protocols, standardized procedures and performance metrics.
  • Improve and fill information gaps to the existing Quality Assurance materials.
  • Create of quality assurance framework (policies, procedures and metrics) that define criteria to prevent risks, reinforce UNICEF reputation and guarantee results.
  • Periodically revised and updated the different components of the framework.
  • Create and present training materials on quality assurance to new and existing quality supervisors, team leaders, call center operators and facers.
  • Develop and implement a quality assurance plan

  • Identify the best way to evaluate performance in terms that help recognize problems and increase work effectiveness.
  • Determine different quality assurance annual goals.
  • Construct monthly monitoring plans for each campaign based on performance and need for improvement.
  • Feed the plan with internal and external inputs.
  • Validate the plan internally and with external partners
  • Agree internally and with external providers, on the use of common metrics and criteria to measure performance and results.

  • Monitor and evaluation the work plan to ensure maximum impact and continuous improvement of individual fundraising efforts.

  • Daily monitor and analyze the quality of inbound and/or outbound call center representatives and facers interactions through multiple campaigns and providers.
  • Provide ongoing feedback on identified performance and/or inefficiency issues, training needs & opportunities, and recommended system and process modifications.
  • Timely analysis to implement changes and measure results.

  • Check quality information and reports provided by external sources and internally to identify adherence to the protocols, areas of improvement and overall performance scores of each campaign and operation.
  • Identify key, recurring issues across the different campaigns and operations and compile results to be shared during weekly/monthly area meetings.
  • Periodically review and enhance established quality standards. Recommends modifications where appropriate.
  • Providing real time coaching on quality issues.
  • Monitor and evaluation the work plan to ensure maximum impact and continuous improvement of individual fundraising efforts.

  • Stay abreast of industry trends.
  • Study and compare the practices of providers and other organizations doing direct marketing for fundraising to identify what other teams are doing to improve quality and results.
  • Administrative tasks and responsibilities are effectively carried out and delivered.

  • Search and evaluate external quality service providers.
  • Prepare Terms of Reference of contracts and agreements.
  • Ensure the completion of PAS by the deadlines.
  • Effective coordination and collaboration with the Direct Marketing Team.

  • Participate in internal meetings with focus on deadlines, drawbacks and progresses of the quality assurance plan.
  • Co-ordinate the quality assurance approaches and efforts with other Direct Marketing priorities to keep them all aligned and focus on the common goals.
  • Undertake other special projects as defined by the Marketing Specialist.
  • Qualifications of Successful Candidate

    Competencies required

    Core Values

  • Commitment
  • Diversity and inclusion
  • Integrity
  • Core competencies

  • Drive for Results (L2)
  • Communication (L2)
  • Working with People (L2)
  • Functional Competencies

  • Entrepreneurial Thinking (L1)
  • Relating & Networking (L2)
  • Formulating Strategies and Concepts (L1)
  • Analysing (L1)
  • Persuading and Influencing (L2)
  • Qualifications required

    Experience: 1 year of progressively responsible professional work experience in quality department of contact centers or face to face and/or individual fundraising areas.

    Language Requirements: Fluency in Spanish and English is required.

    Education: Advanced University degree in psychology, marketing or communications. A first level University degree , in combination with qualifying experience, may be accepted in lieu of the Advanced University degree.

    To view our competency framework, please click here.

    UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.

    How to apply:

    UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization. To apply, click on the following link http://www.unicef.org/about/employ/?job=505173

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