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

• You are based in Lusaka, or you are willing to relocate to Lusaka at your own expense. (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.