Service Quality Assurance Manager

Service Quality Assurance Manager (25366-FT_LT) Customer Experience Section, Customer Experience, Marketing, and Digital Engagement Division, Infrastructure and Platforms Sector Grade: P4 Contract Duration: 2 years (maximum cumulative length of 5 years) * Duty Station CH-Geneva Publication Date 05-Nov-2025 Application Deadline 05-Dec-2025, 10:59:00 PM IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location. This post is a limited-term fixed-term post. Organizational Context Organizational Setting: The position is located in the Customer Experience Section (CES), Customer Experience, Marketing, and Digital Engagement Division, Infrastructure and Platforms Sector. The section is responsible for marketing and customer service activities with a view to coordinating the strategy, planning, and execution of the Organization’s overall customer experience strategy in close collaboration with other areas of the Organization. Purpose Statement: The incumbent plays a pivotal role in developing and implementing comprehensive quality assurance standards and metrics for both in-house and outsourced customer service operations, conducting regular evaluations, and analyzing data to drive continuous improvement. This role involves managing relationships with internal and external partners, leading customer service improvement projects, and coordinating with cross-functional teams to achieve improvement objectives, ultimately ensuring adherence to service-level targets and enhancing overall customer satisfaction. Reporting Lines: The incumbent works under the supervision of the Head, Customer Experience Section. Work Relations: The incumbent will work closely with various stakeholders, both inside WIPO and external organizations. Duties and Responsibilities a. Develop, propose, and implement comprehensive quality assurance standards and metrics for both in-house and outsourced customer service operations. Maintain, improve and update quality assurance documentation, guidelines, and procedures. b. Conduct regular quality monitoring and evaluation of customer service interactions (phone, email, chat, etc.) using the established metrics and standards. Track, assess, and report on key customer service metrics, such as first contact resolution, customer satisfaction levels, and adherence to service level targets. c. Analyze data related to quality to identify and address trends, areas for improvement, and root causes of customer service performance issues. Conduct quality review sessions with internal and external stakeholders to provide constructive feedback and recommend solutions to enhance performance. d. Manage relationships with outsourced partners in different time zones, ensuring adherence to contractual agreements and quality standards. Provide advice to and collaborate with partners to implement process improvements and enhance customer experience. e. Manage or support customer experience improvement projects. Coordinate with cross-functional teams (business units, IT, operations, etc.) and external vendors to achieve project objectives. Manage changes in procedures when new tools or processes are introduced. f. Stay up-to-date on industry best practices and emerging trends in customer experience and quality assurance. g. Perform other related tasks as required. Requirements Advanced university degree or equivalent in industrial engineering, quality management, business administration, or other relevant fields. A first-level university degree in a relevant discipline, plus two years of experience in addition to the experience requested below, may be accepted in lieu of an advanced university degree. Formal training with certifications from acknowledged institutions in service quality assurance. Experience (Essential) A minimum of seven years of professional experience in service quality assurance, including in a global or multicultural environment with teams in different time zones with B2B and/or B2C service organizations. At least three years of experience in developing and implementing quality assurance standards and improvement projects, in relation to customer service processes. Experience with quality monitoring, evaluation, and reporting. Direct experience working in or closely with a customer service center, understanding its operations and challenges. Experience managing relationships with external vendors or outsourced partners. Experience in project management and coordination. Experience in managing changes, particularly in relation to new technologies or processes. Experience with customer service CRM tools, such as Microsoft Dynamics 365. Excellent knowledge of written and spoken English. Knowledge of other UN languages. Job Related Competencies (Essential) Demonstrate strong customer service orientation. Strong knowledge of customer service procedures, their quality assurance and ways to improve KPIs. Ability to analyze complex problems and develop effective solutions. Proficiency in using data analysis tools and techniques to identify trends and insights and create reports. Proven ability to manage external providers to maintain a productive relationship and meet SLAs. Positive attitude and strong teamwork orientation. Strong project management skills. Excellent communication, presentation, interpersonal skills, and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity. Core Values Communicating effectively. Showing team spirit. Demonstrating integrity. Producing results. Seeing the big picture. Seeking change and innovation. Developing yourself and others. Mobility WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station. Salary and Benefits Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the October 2025 rate of 88.7% P4 $77,326 Post adjustment $68,588 $145,914 Currency USD Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations. * Initial fixed-term appointment of two years, renewable subject to satisfactory performance and other applicable conditions. The selected candidate’s appointment will be subject to an overall term of five years in this position, with normally no possibility of renewal beyond that term. S/he may, however, apply and be considered for other positions at WIPO. This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 ("Appointment Boards"). This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5. Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions. The Organization reserves the right to make an appointment at a grade lower than that advertised. ___________________________________________________________________ By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations. In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of your identification and the degree(s)/diploma(s)/certificate(s) required for this position. WIPO recognizes higher educational qualifications obtained from institutions accredited/recognized in the World Higher Education Database (WHED), a list maintained by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed here: http://www.whed.net/ . Some higher educational qualifications may not be listed in WHED, and will be reviewed on a case-by-case basis. Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references. Additional background checks may be required. #J-18808-Ljbffr