Service Quality Specialist

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

The Company

Tiko (previously known as 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 6 main markets in Sub Saharan Africa - Kenya, Ethiopia, Uganda, South Africa, Burkina Faso, and Zambia. 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.

Tiko 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 Tiko is like here.

For this role, we are looking for applicants based in Lusaka, Zambia.

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.

In this role, you'll be responsible for:

• Adjust procedures and policies for quality assurance to meet market demands, ensuring that quality standards for providers on the Tiko platform are understood and adhered to. Include regulatory changes in health offerings on the platform and update policies as necessary.
• Take time to understand client needs and requirements, using this information to ensure that services are implemented to the highest standards and that clients receive top-level care by driving accountability among providers.
• Solicit feedback from stakeholders and beneficiaries to evaluate if their requirements are met based on set standards, using this information to recommend quality improvements for all health service providers on the platform. Also, assess and flag any systems and procedures at Tiko that may compromise service quality.
• Monitor and manage Service Level Agreements with all franchisors on the Tiko platform, flagging any breaches. Maintain records and reports related to franchisor governance, set up contracts, and manage a pool of independent providers, ensuring they are trained to our standards.
• Establish and coordinate a pool of independent quality auditors to certify and audit providers, ensuring they meet our operational standards.
• Lead continuous assessment of training gaps for providers and field employees regarding all health services on the platform, ensuring on-the-job training for Tiko providers (clinics and pharmacies).
• Developing and keeping quality reports and any other relevant documentation.

About you

You have extensive experience in setting up quality assurance coordination processes 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 oriented and quality-focused. You have brilliant communication skills and have the ability to work with a diverse group of stakeholders.

Requirements

• Based in Lusaka (mandatory).
• Minimum of 5-7 years experience in a quality improvement role.
• Medical background (mandatory).
• Experience working in the health services sector (mandatory) preferably in SRH.
• Exposure to implementing health quality improvement audits.
• You have in-depth knowledge of modern Quality Management Systems and Processes.
• Fluent in English (mandatory)

The Rewards

In addition to your monthly salary, we offer you:

• Great 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 tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme_. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures._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.

Keywords

Quality AssuranceHealth ServicesQuality ImprovementTrainingAuditsCommunicationCustomer-centricMedical BackgroundEnglish Fluent