Triggerise is a non-profit that motivates users – primarily young women and adolescent girls – to make positive choices. We use nudges like reminders, discounts, in person and digital follow-ups, and reward points to encourage our users to access and use healthy products and services. We also support them in becoming entrepreneurs.
The Service Quality Specialist is responsible for coordinating and overseeing quality assurance for all health offers on the platform accessed by clients and provided by all Tiko providers. The Specialist is crucial in ensuring that high-quality standards are consistently met across the Tiko provider network, driving accountability, and fostering continuous improvement.
Responsibilities
Day to day duties include:
- Adjusting quality assurance operating procedures and policies to meet the needs of the market you operate in. These operating procedures must ensure that our quality standards for providers on the Tiko platform are met and understood by all. You are also responsible for monitoring and updating policies and procedures to include regulatory changes on all the health offers on the platform.
- Taking time to understand clients’ needs and requirements and using the information gathered to ensure that services are implemented to the highest standards and that clients receive the highest level of care by driving accountability among providers.
- Soliciting feedback from actors and beneficiaries to assess whether their requirements are met based on set minimum standards and using information gathered to provide recommendations for quality improvement of programs for all platform health service providers, using rating data to drive accountability among franchisors and individual Tiko providers. Other than that, you also evaluate Tiko's systems and procedures and flag those that may compromise the quality of service.
- Monitoring and management of Service Level Agreements (SLAs) with all of the diverse franchisors on the Tiko platform and flagging instances where the SLAs have been breached. You are also responsible for maintaining all records and reports associated with the governance of the franchisors.
- Setting up, contracting, and managing a pool of independent providers on the platform and ensuring they are trained and capable of operating to our standards.
- Setting up and coordinating a pool of independent quality auditors that certify and audit providers to ensure they operate up to our standards.
- Leading the continuous assessment of provider and field employee training gaps for all relevant health offers on the platform and ensuring on-the-job training for Tiko providers (clinics and pharmacies).
- Developing and keeping quality reports and any other relevant documentation.
About You
You should have extensive experience in setting up Quality Assurance (QA) coordination across various actors (franchisors, public sector, etc.) and possess a global perspective of Service Quality processes. You must be a customer-centric, passionate person, who is detail-orientated and quality-focused. You should have brilliant communication skills and the ability to work with a diverse group of stakeholders.
Requirements
- You are based in Western Kenya (mandatory).
- Minimum of 5-7 years experience in a quality improvement role.
- Experience working in the health clinical services sector (mandatory), preferably in Sexual and Reproductive Health (SRH).
- Exposure to implementing health quality improvement audits.
- In-depth knowledge of modern Quality Management Systems and Processes.
- Confident and clear English communication skills - both written and verbal.
- Qualification: BA/BSc/HND.
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