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 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.

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 seeking applicants based in Nairobi, Kenya.

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: 

• You adjust 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.


• You take time to understand clients’ needs and requirements and use 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.


• You solicit feedback from actors and beneficiaries to assess whether their requirements are met based on set minimum standards and use 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.


• You are responsible for the monitoring and management of Service Level Agreements with all of the diverse franchisors on the Tiko platform and flagging instances where the SLA’s have been breached. You are also responsible for maintaining all records and reports associated with the governance of the franchisors. You also set up, contract, and manage a pool of independent providers on the platform and ensure they are trained and capable of operating to our standards.


• You set up and coordinate a pool of independent quality auditors that certify and audit providers to ensure they operate up to our standards.


• You lead the continuous assessment of provider and field employee training gaps for all relevant health offers on the platform and ensure on-the-job training for tiko providers (clinics and pharmacies).


• You develop and keep quality reports and any 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 have the ability to work with a diverse group of stakeholders.

Requirements

• You are based in Kenya.


• Minimum of 5-7 years experience in a quality improvement role.


• 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.
  


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

The Rewards

At Tiko we believe in being open, also when it comes to salaries. The monthly salary brackets for this position is Ksh248,461 - Ksh372,692 gross in Kenya, 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 also offer:

• 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.