Service Quality Officer

Have you navigated through complex operational challenges, innovated data reporting processes, and ensured a user-friendly approach in service provision quality with your exceptional data proficiency? Is your expertise grounded in not just managing but elevating service quality through insightful data use? If so, your next career-defining opportunity might just be a click away!

The Company
Triggerise believes in a world where all youth have the power to choose where, when, and how they meet their sexual reproductive health needs. Our digital platform delivers scalable and verifiable sexual reproductive health services for young people in 5 main markets in Sub Saharan Africa - Kenya, Ethiopia, Uganda, South Africa and Burkina Faso. We work together with local communities and use nudges like reminders, discounts, and reward points to encourage our users to access and use sexual and reproductive health services. We also support our users in becoming micro-entrepreneurs and adding value to their economies.

Triggerise has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of 160 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Triggerise is like here.

Please note that the internal candidates whose position becomes redundant will get a preference in this role!

The Job

At Triggerise, we align our daily QA activities, from oversight support supervision to on-the-spot checks at the service provider level, ensuring synchronicity with our operational plans. As a dynamic professional in our team, your role is pivotal in maintaining and elevating the quality of health offers we provide.

Responsibilities:

• Manage and execute QA activities, ensuring consistency with our operational plans in both wealth and health sectors.
• Identify and implement enhancements in our QA processes, offers, and products within our marketplace and pharmacies.
• Build and sustain positive working relationships with all internal and external stakeholders to uphold quality assurance in all health offers.
• Oversee the collection, analysis, and reporting of QA operations data, ensuring transparent communication and verification of QA performance.
• Navigate through operational challenges and mitigate potential QA risks, ensuring strict adherence to local laws, organizational policies, and donor requirements.
• Revamp and digitize QA reporting and tool processes, maintaining comprehensive governance records of franchisors and independent QA/QI partners.
• Conduct UX studies to craft processes that accommodate the specific QA needs of clients and service providers through various qualitative methods.
• Design and implement a QA feedback system, utilizing information for continuous quality improvement and safeguarding the integrity of Triggerise’s systems and procedures.
• Develop the internal capacity of the field operations team, ensuring unwavering support for all QA activities.

About You

You're a professional who intricately understands and passionately executes Quality Assurance in every facet of work. Your experience lends itself to effectively managing QA activities, pioneering strategic improvements, and maintaining robust stakeholder relationships. A strategic, user-experience minded professional, your role in crafting and implementing QA feedback systems and team capacity development has been proven to elevate operational quality and impact.

Requirements

• You are based in Nairobi, Kenya

• Solid background with a minimum of 5 years of experience in a quality improvement role, underscoring your expertise in the field.

• Experience working in a clinical setting within the healthcare sector (mandatory), with a preference for experience in Sexual and Reproductive Health (SRH).

• Your deep-seated knowledge of modern Quality Management Systems and Processes allows you to streamline and enhance QA operations effectively.

• Demonstrate your strong English communication skills, both written and verbal, ensuring clear, concise, and impactful interactions within a multifaceted team and with diverse stakeholders.

• A demonstrated ability to forge and sustain powerful working relationships, and a commitment to crafting user-centric QA processes, round out your profile.

The Rewards

At Triggerise we believe in being open, also when it comes to salaries. In Kenya, the monthly salary bracket for this position is Ksh201,919 - Ksh321.616 - Ksh302,878 gross, plus benefits. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues.

In addition to your monthly salary, we offer you:

• Secondary benefits

• A personal development budget

• Unlimited holidays, if you can make it work with your team you’re good to go

• Growth opportunities

• A product to help shape as we grow, to leave your mark on how we do things

• A vision that we trust that you will do your job without us having to invent unnecessary rules and regulations.

The Details

Interested? Click Apply for This Job! Want more information? Check out our website triggerise.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.