TEMBO QUALITY OFFICER

GENERAL CONTEXT OF THE POSITION

Médecins Sans Frontières is an international independent medical-humanitarian organization, which offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, creed or political affiliation.

At its core, MSF is a civil society initiative, bringing together individuals committed to assisting other human beings in crisis. Each individual working with MSF does so out of conviction and is ready to uphold the values and principles of MSF. The global MSF movement is built around six operational directorates supported by more than 25 sections and offices worldwide.

Tembo is a learner-centered space that provides impactful and efficient digital learning and development opportunities, adapted for Global MSF Workforce to better contribute to MSF social mission — and aligned with MSF’s learning and organizational strategies.

MAIN PURPOSE

The Quality Officer strengthens the quality, clarity and consistency of Tembo digital learning services by, reviewing standards, making proposals to improve processes and supporting structured ways of working across the team. The role focuses on, auditing, testing and refining how learning spaces are published, how tools and platform features are used, and how agreed frameworks are applied. It helps ensure that what goes live is reliable, coherent and aligned with team standards, while making improvements to user and partner experience and improving service quality.

KEY RESPONSIBILITIES

• In collaboration with the Request Coordinator, monitor the Digital Learning Team’s request management workspace (ClickUp), ensuring structured workflows, accurate task information, clear deadlines and statuses; support progress tracking, help unblock delays, and advise on reducing resolution times to ensure timely closure of actions.
• Review and optimise the learning space publication process to reduce turnaround times, improve efficiency and clarity, and ensure consistent application of agreed standards. Conduct regular audits to ensure digital learning colleagues and partners follow the frameworks and standards established by the Content Management Specialist and Production Specialist, Explore and test new functionalities, tools, and platform features, assessing their value and providing recommendations to improve quality, efficiency, and user experience.
• Benchmark processes, procedures, tools, and platform features against best practice; review existing Tembo standards and policies (e.g. certificates) and propose updates to strengthen consistency and quality.
• Conduct course testing on behalf of partners in collaboration with the Digital Learning Team, checking navigation, learning paths, behaviour, completion rules and usability, and documenting issues or improvements for specialists or focal points. Review, propose updates to, and maintain knowledge management spaces, organising documentation, templates, and project materials to ensure clean, accessible structures.
• In collaboration with the Manager, support the implementation and delivery of the sub-service category “User Experience & User Feedback,” including drafting and implementing user and partner surveys within Totara, and contributing to the analysis and reporting of results to inform quality improvements.
• Provide cross-functional support within the Digital Learning Team, stepping in for colleagues during periods of high workload, absence, or peak activity to ensure service continuity.

ROLE’S SPECIFIC ELEMENTS

• Acts as a proactive process improver within the Digital Learning Team, identifying inefficiencies, recurring issues and gaps in ways of working, and proposing practical, realistic improvements.
• Works collaboratively with the digital learning service support team to refine publication processes, standards and tools, ensuring alignment and shared ownership.
• Promotes clarity and consistency across workflows and documentation, helping simplify existing practices while maintaining appropriate quality standards.
• Identifies patterns in quality issues and supports colleagues to address root causes, returning work when needed and offering constructive guidance to strengthen future outputs.
• Contributes to building a more structured, coherent and transparent way of working across the Digital Learning Support Team, strengthening how processes, documentation, standards and tools are organised and applied.
• Provides quality-focused back-up support across functions during peak periods or staff absence, while maintaining a focus on structured and consistent ways of working.

SELECTION CRITERIA

Education and experience

• Preferable degree or vocational qualification in education, learning and development, administration, social sciences, knowledge management, digital learning, or a related field, or equivalent relevant professional experience.
• Essential experience using project-management tools such as ClickUp, Asana or Trello.
• Experience in coordination or administrative roles within multi-disciplinary teams.
• Experience proposing & Implementing new processes.
• Desirable experience with digital learning processes, such as course setup, content management, learning platform use, or support for online learning delivery.
• Experience working with Totara or other LMS platforms will be an asset.
• Desirable experience in MSF or in other international NGO.

Knowledge

• Understanding of workflow coordination.
• Familiarity with LMS platforms and digital learning environments is desirable.
• Strong organizational and task-management skills.
• Excellent level of English is mandatory, and good command of Spanish is highly desirable. Knowledge of French or Arabic is a plus.

CONDITIONS

• Position based in any MSF-OCBA Hub: Amman, Bogotá, Dakar, Nairobi, Barcelona, Sevilla, Bilbao or Madrid. Final location will be subject to the employability of the preselected candidate (e.g., residency, work permit, etc.)

• Full time job.

• Annual gross salary: HQ-3A level + secondary benefits based on MSF OCBA Reward Policy. Subjected to local conditions.
• Duration: Permanent Position
• Starting date: As soon as possible.

HOW TO APPLY

• To apply, please submit your CV and cover letter.
• Closing date: March 15th, 2026, 23:59 CET (Central European Time).

MSF is committed to achieving workforce diversity in terms of gender, race, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are encouraged to apply. We are committed to achieving a balanced gender distribution and therefore encourage women to apply.

All applications will be treated with the strictest confidence. MSF provides a work environment that reflects the values of gender equality, teamwork, integrity and a healthy balance of work and life. MSF does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment and discrimination. All selected candidates will, therefore, undergo reference checks.

Médecins Sans Frontières, as a responsible employer, under the¨Ley General de la Discapacidad de 2013 (LGD)¨ invite those persons with a recognized disability and with an interest in the humanitarian area to apply for the above-mentioned position.