Service Quality Specialist

Do you have a great eye for detail and experience in the health services sector? Have you developed procedures that ensure world-class services are offered to customers around the globe? Read on because this role could be for you!

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.

We welcome applicants from Kampala, Uganda for this role!

The Job

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. Day to day you'll also be:

• Tailoring quality assurance procedures and policies to suit local market needs, ensuring that all providers on the Tiko platform meet our quality standards.
• Understanding client requirements, using this knowledge to drive high-quality service implementation and foster provider accountability.
• Gathering feedback from stakeholders and beneficiaries, using it to recommend program improvements, and promote accountability among franchisors and individual Tiko providers.
• Evaluating  and flagging any Triggerise systems and procedures that could compromise service quality.
• Managing Service Level Agreements with our diverse franchisors, monitoring for any breaches and maintaining all associated records and reports.
• Establishing and managing a pool of trained independent providers who adhere to our standards.
• Coordinating independent quality auditors to certify and audit providers.
• Continuously assessing training needs for providers and field employees, ensuring on-the-job training for Tiko clinics and pharmacies.
• Developing and maintaining quality reports and other relevant documentation.

About You

You have extensive experience in setting up QA coordination across the various actors (franchisors, public sector etc). You have a global perspective of Service Quality processes. You are a customer-centric, passionate person, who is detail orientated and quality-focused. You have brilliant communication skills and the ability to work with a diverse group of stakeholders.

Requirements

• You are based in Kampala, Uganda.

• Minimum of 5 years of experience in a quality improvement role within the health services sector is required, with a preference for those who have specifically worked on Sexual and Reproductive Health (SRH) initiatives targeted at young people.

• Exposure to implementing health quality improvement audits.

• You have In-depth knowledge of modern Quality Management Systems and Processes.

• Confident and clear English communication skills - both written and verbal.

The Rewards

• We offer a competitive salary based on experience.
• Great secondary benefits, depending on your location.
• 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.