Officer, Quality Assurance, Systems and Support

This position is responsible for contributing to the assessment of needs and delivery of targeted support (services, activities and projects) to National Scout Organizations (NSOs). The role also is responsible for supporting volunteer consultants, subject matter networks, and sharing knowledge, capacity and resources across World Scout Bureau Support Centres.  

The primary focus of this role will be on managing the Scouts for SDGs platform, which mobilises young people to take action for the Sustainable Development Goals by sharing projects, earning badges, and engaging in community service actions to build a better world. 

The position is also responsible for the management of other platform and data-related activities related to quality assurance, such as internal data management, and supporting volunteers and NSOs via World Scouting's digital platforms such as customer relationship management platforms, Zendesk, Rosterfy, Open Social, and PointerPro. 

Key Responsibilities

• Ensure the effective delivery of quality assurance, systems, and support functions, including:

  • Overseeing the management, maintenance, and optimisation of the digital and support systems used within the Member Support team.

  • Strengthening the capacity of volunteers and staff through training, development, and ongoing support.

  • Coordinating and consolidating data from Member Organizations to generate insights that inform planning, decision-making, and strategic direction.

• Manage the Scouts for SDGs platform, including:

  • Providing guidance and support to the volunteer moderators responsible for project reviews.

  • Ensuring the accuracy of the reporting dashboard by identifying and correcting moderation inconsistencies.

  • Identifying and reporting technical issues or bugs, and offering timely support to users experiencing difficulties.

• Support the coordination of services provided to NSOs by volunteers, and support their training and development to improve service delivery. This includes support and management of volunteers in Member Support project teams. 

• Ensure that any WOSM Services resources and tools that support strengthening the capacity of NSOs are up-to-date and relevant.  

• Support the management and optimisation of digital platforms managed by the Member Support Practice Team, ensuring they are accessible and useful to users.

• Support the work of the Education, Research and Development Practice Team to ensure the assessment of potential areas of support for NSOs, including trends and opportunities for Scouting based on NSO information and data. 

• Ensure that the systems used by World Scouting across Support Centres to collect NSO knowledge and data are monitored and actions are followed up. Ensure the integrity, quality and usability of data to inform the World Scout Bureau’s work.  

• Support the development and delivery of stories and communications that highlight the impact of World Scouting’s support to its members. 

• Ensure that all reporting requirements for services and projects are met and guidelines are followed to facilitate the active management of WOSM Services, and to identify challenges and opportunities.

Experience and Qualifications

• Undergraduate qualification in a related or complementary field to quality assurance, systems and support; qualifications in project management are desirable.

• 1+ years of experience in project management, digital systems management, data analysis, capacity building, working with different stakeholder groups to produce results.

• Fluency in English is essential. Literacy in any of the other World Scouting languages (Spanish, Arabic, French) is desirable.

• Previous knowledge or experience with Scouts for SDGs initiatives is an advantage

Competencies

Core Competencies

• Member support: Continuously develop own knowledge and capabilities to optimise support for members and stakeholders.

• Focus on results: Holds self-accountable or consistently delivering stakeholders’ support and services on time and to the highest quality to maximise impact.

• Flexibility and persistence: Shows flexibility and proactively adjusts and adapts to evolving conditions.

• Leadership and decision-making: Nurtures analytical and creative thinking, and fosters self-motivation and commitment to achieve organisational goals.

• Interpersonal relations: Listens intently and wins over others with tact and diplomacy even in challenging situations. Ability to collaborate cross functionally, cross culturally and internationally. Builds and maintains strong relationships with staff, volunteers and external stakeholders.

• Collaborative work: Willingly engages with all stakeholders and integrates their inputs and perspectives into the work and deliverables.

• Organisational integrity: Understands the organisation’s objectives and values, and aligns own behaviours to conform.

Technical Competencies:

• Digital platform management: Ability to manage, update, and troubleshoot World Scouting’s digital platforms, ensuring they remain functional, accessible, and user-friendly for NSOs, volunteers, and staff.

• Data quality and analysis: Skilled in maintaining accurate and reliable data across systems, identifying issues, and using data insights to support decision-making and improve services.

• Resource and knowledge management: Capable of keeping tools, resources, and training materials up to date and aligned with WOSM Services, ensuring they are accessible and relevant for users.

• Quality assurance: Ability to apply quality standards to digital platforms, moderation processes, and reporting systems, ensuring accuracy, consistency, and continuous improvement.

• Volunteer and consultant support: Experience supporting volunteers and consultants by providing technical guidance, training, and resources to help them deliver effective services.

• Project coordination: Strong skills in coordinating digital and data-related projects, monitoring progress, meeting reporting requirements, and ensuring systems and processes run smoothly.

• Reporting and documentation: Ability to prepare clear system reports, maintain documentation, and meet reporting requirements for services and projects in a timely and accurate manner.

Summary of Employment

Terms and Conditions

The World Scout Bureau (WSB) provides a supportive and purpose-driven working environment for both staff members and consultants engaged in its projects. The selected candidate will be contracted either as an employee or as a consultant, depending on the location, legal framework, and funding conditions applicable at the time of contracting. Full details about the contract arrangement will be shared with shortlisted candidates during the recruitment process.

• This is a full-time engagement, requiring a minimum commitment of 40 hours per week. Additional hours, including occasional evenings and weekends, may be required to fulfils the responsibilities of the role.

• The role will be based in one of the WSB Support Centres (Kuala Lumpur, Manila, Cairo, Nairobi) or otherwise in a remote location agreed upon with the WSB.

• Remuneration (salary or consultancy fee) will be aligned with the responsibilities of the role and the selected contractual modality.

• Leave, benefits, and entitlements will be defined according to the contractual modality (employment contract or consultancy agreement), local laws, and relevant WSB policies.

• The selected candidate must be available for occasional travel, depending on project needs and coordination with WSB teams.

Full contract terms, including remuneration details, leave entitlements, insurance provisions, reporting expectations, and administrative requirements will be confirmed at the end of the recruitment process.

How to Apply

Applications should be submitted using the online system before 23:59 CEST on 15 December 2025 and should include:

1. A curriculum vitae with full details of education and career history.

2. Completion of application questions, outlining the candidate’s suitability for the role, related skills, knowledge and experience to the requirements of the job description. The candidate’s particular interest and motivation in applying for this role with World Scouting should also be outlined.

3. Contact information of up to three people who can provide references.

Applications should be submitted using the online application form in this page. Ideally, the Officer, Quality Assurance, Systems and Support will start on 1 February 2026.

The World Scout Bureau (WSB) is an equal opportunity employer and strongly believes in and practices diversity, equity and inclusion. We are committed to creating an inclusive and diverse work environment where all qualified candidates will receive equal consideration in applying for the job opportunities and subsequent career advancement. Our employment practices are open to everyone, regardless of race, gender, disability, sexual orientation, or other protected characteristics. We believe that fostering an inclusive culture and embracing diverse perspectives strengthens innovation and growth within WSB. We encourage people of all backgrounds, including those from underrepresented communities, to apply for the job opportunities created and announced by WSB.