Service Quality Lead at Triggerise (Tiko)

The Job

• As the Tiko Service Quality Lead, you will be responsible for overseeing and enhance service standards across all Tiko markets, including South Africa, Kenya, Uganda, Ethiopia, and Burkina Faso. Your key duties include guiding Service Quality Specialists and overseeing Quality Assurance Consultants to achieve excellence in service delivery.

Responsibilities:

• Implement the Tiko Quality Assurance Marketplace, manage contracts, and oversee relationships and deliverables with independent quality service providers.
• Capture and share insights across Tiko markets, identify opportunities for improvement, and develop content to enhance health service quality.
• Create and standardise training and onboarding materials for health service providers to ensure consistent and high-quality service delivery.
• Stay updated on trends and developments within the quality assurance sector and integrate these insights into our processes for continuous improvement.
• Lead the Service Quality team effectively, ensuring all members are supported and aligned with Tiko's standards.
• Develop and implement strategies that significantly raise the quality of our health services and enhance customer satisfaction.
• Collaborate with internal teams to streamline operations and facilitate smooth market expansions.

About You

• You are a proactive, insightful and dedicated leader. 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.

Requeriments:

• You are based in Kenya.
• Minimum of 2 years of experience leading quality teams.
• 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.