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. 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 personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

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

For every child, freedom

UNICEF’s supply and logistics headquarters – Supply Division – is located in Copenhagen, which is also home to the largest humanitarian warehouse in the world. About a half of the 1000 colleagues are housed in Supply Division, Copenhagen with areas of expertise including logistics, procurement, warehouse management, product innovation, market insights, finance, pharma, nutrition, vaccines, cold chain and health technologies and engineering. Over 1000 colleagues work in the Supply Function across 97 countries and 173 offices and form the Supply Community.

This position is embedded in the Quality Assurance Centre (QAC), where teams have core responsibilities around the maintenance of a robust Quality Management System to ensure that that best products reach the children in need and advocate to the continuous improvement of the processes across the UNICEF Supply Chain.

How can you make a difference?

Active management of complaints holds UNICEF accountable to the beneficiaries and partners it serves and can provide insights into weaknesses in systems and processes to inform formulation and implementation of continuous improvements. UNICEF Supply Division (SD) aims to effectively receive and manage complaints not only to support continuous improvement of SD processes, but also to resolve issues raised in a timely and effective manner, to enhance stakeholder satisfaction and confidence in processes and procedures, and to minimize the risk that similar complaints will reoccur.

The incumbent will be responsible for assisting the Quality Assurance Officer in the management of received complaints related to Supply Division product/service or process at any stage of the supply chain.

Summary of key functions/accountabilities: Under the guidance of Quality Assurance Officer, the incumbent will provide assistance in the following:

1. Ensure that complaints are properly managed by:

• Acting as focal point for feedback and/or complaints related to supplies and services delivered through Supply Division related to supply chain processes and incidents.
• Reviewing the logged data and ensuring completeness of the information.
• Assigning appropriate Solution ownership once incidents are logged.
• Guiding SD colleagues, Country Offices, partners, suppliers among others to log complaints in Complaints and Insurance Claims Application (CICA).
• Collaborating with Insurance Unit in cases of losses covered by insurance.
• Conducting ad-hoc meetings with users to explain the complaint process and the supporting tools.
• Reviewing reports on incidents, root cause analysis and corrective action plans.
• Following up on the status of open complaints in terms of Validation, Correction and Corrective Action with Solution Owners until closure of cases.
• Supporting maintenance and enhancements to the complaint dashboard.

2. Provide periodical reports on the status of complaints and incidents as below:

• Create and share quarterly reports related to logged complaints and supply chain incidents.
• Create and share monthly list of open complaints for Solution Owners and Centre Chiefs
• Provide list of suppliers involved in complaints

3. Perform analysis of the trends of relevant KPIs and propose possible improvements as needed
4. Arrange and support delivery of relevant QMS training to Supply Division and Country Offices (including Root Cause Analysis and Corrective Action refresher courses).
5. Any other relevant duties and back-up tasks in accordance to the Unit’s workplan

In UNICEF Supply Division Quality Assurance Centre, colleagues are experienced, enthusiastic, and passionate about quality matters and glad to welcome new team members to share best practices and strive to the continuous improvement of UNICEF Supply Division processes.

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

Minimum requirements:

• Education: Completion of secondary education.

• Work Experience: At least five years of experience in administrative duties, two of which should be in implementing and/or supporting the management of an organizational quality management system and/or in working towards resolution of organizational complaints.

• Skills:

• Ability to use of MS Office applications and digital tools such as Power BI to generate detailed technical reports and outputs
• Ability to effectively communicate with any internal and external stakeholders

• Language Requirements: Fluency in English both written and verbally.

Desirables:

• Additional relevant training/certification in quality assurance
• Experience of working for an international organisation
• Knowledge of another UN language (French, Spanish, Arabic, Chinese, Russian).

• Knowledge of procedures and practices about managing of organizational complaints
• Knowledge of Quality Management Systems – ISO 9001
• Knowledge of techniques for conducting complex root cause analysis and for identifying effective corrective actions
• Knowledge or experience of SAP/VISION
• Knowledge of quality internal audit standards

• Developing country work experience and/or familiarity with emergency.

NOTE: UNICEF staff members globally and applicants who are EU nationals or in possession of a valid work permit for Denmark (at the time of submitting the application) are eligible to apply. General Service (GS) staff are personally responsible for any travel and accommodation arrangements and UNICEF will not cover any costs related to relocation.

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 is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious or ethnic background, and persons with disabilities, to apply to become a part of the organization. To create a more inclusive workplace, UNICEF offers paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements. Click here to learn more about flexible work arrangements, well-being, and benefits.

According to the UN Convention on the Rights of Persons with Disabilities (UNCRPD), persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. In its Disability Inclusion Policy and Strategy 2022-2030, UNICEF has committed to increase the number of employees with disabilities by 2030. At UNICEF, we provide reasonable accommodation for work-related support requirements of candidates and employees with disabilities. Also, UNICEF has launched a Global Accessibility Helpdesk to strengthen physical and digital accessibility. If you are an applicant with a disability who needs digital accessibility support in completing the online application, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF.

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. Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. 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’s active commitment to diversity and inclusion is critical to deliver the best results for children.

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.

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.

Queries can be directed to Louise Pedersen at lpedersen@unicef.org.