Quality Assurance Assistant, GS-5, Quality Assurance Centre, Supply Division, Copenhagen, Denmark, #63042

<p><em>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.</em></p> <p><em>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.</em></p> <p><em>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.</em></p> <p>Visit <a href="https://www.unicef.org/" rel="noopener noreferrer" target="_blank">our website</a> to learn more about what we do at UNICEF.</p> <p><strong> </strong></p> <p><strong>For every child, freedom</strong></p> <p><em>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.</em></p> <p> </p> <p>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.</p> <p> </p> <p><strong>How can you make a difference</strong><strong>?</strong> </p> <p>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.</p> <p>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.</p> <p><strong>Summary of key functions/accountabilities: </strong>Under the guidance of Quality Assurance Officer, the incumbent will provide assistance in the following:</p> <ol> <li>Ensure that complaints are properly managed by:</li> </ol> <ul> <li>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.</li> <li>Reviewing the logged data and ensuring completeness of the information.</li> <li>Assigning appropriate Solution ownership once incidents are logged.</li> <li>Guiding SD colleagues, Country Offices, partners, suppliers among others to log complaints in Complaints and Insurance Claims Application (CICA).</li> <li>Collaborating with Insurance Unit in cases of losses covered by insurance.</li> <li>Conducting ad-hoc meetings with users to explain the complaint process and the supporting tools.</li> <li>Reviewing reports on incidents, root cause analysis and corrective action plans.</li> <li>Following up on the status of open complaints in terms of Validation, Correction and Corrective Action with Solution Owners until closure of cases.</li> <li>Supporting maintenance and enhancements to the complaint dashboard.</li> </ul> <ol start="2"> <li>Provide periodical reports on the status of complaints and incidents as below:</li> </ol> <ul> <li>Create and share quarterly reports related to logged complaints and supply chain incidents. </li> <li>Create and share monthly list of open complaints for Solution Owners and Centre Chiefs</li> <li>Provide list of suppliers involved in complaints</li> </ul> <ol start="3"> <li>Perform analysis of the trends of relevant KPIs and propose possible improvements as needed</li> <li>Arrange and support delivery of relevant QMS training to Supply Division and Country Offices (including Root Cause Analysis and Corrective Action refresher courses).</li> <li>Any other relevant duties and back-up tasks in accordance to the Unit’s workplan</li> </ol> <p> </p> <p>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 Suppl