Service Quality Specialist

Key responsibilities:

• 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.

Requirements:

• 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.