Fresh Jobs at Jacaranda Health

• Jacaranda Health is seeking a Quality Assurance Manager who will be responsible for coordinating efforts of the QA team, and overseeing QA staff within JH. They will ensure that the QA processes are in line with organizational standards which ultimately lead to quality of care provision to mothers and newborns in Kenya which are in line with national and international standards. The role requires a proactive leader who can develop, implement, and monitor quality improvement initiatives across JH programs.

What You’ll Do 

Quality Assurance and Improvement

• Develop and implement enhanced comprehensive quality assurance tools and oversee implementation to ensure adherence to programmatic standards and best practices.
• Oversee ongoing quality assessments and audits of JH programs.
• Identify gaps in JH programs according to assessments and recommend actionable improvements.
• Aid in the development of QA templates for existing and future programs.

Capacity Building and Training

• Aid in the development and delivery of training programs to build the capacity of JH  staff (both PROMPTS and MENTORS).
• Facilitate knowledge-sharing sessions and continuous professional development opportunities for JH staff.

Monitoring, Evaluation, and Learning (MEL)

• Work with RD&A team to track key performance indicators related to programmatic quality.
• Analyze data trends and generate reports to inform decision-making at the organizational and policy level.
• Utilize quality improvement methodologies, such as Plan-Do-Study-Act (PDSA) cycles, to drive continuous improvement in programs.

Stakeholder Engagement and Advocacy

• Represent the organization in technical working groups and policy forums related to maternal and newborn health as needed.
• Establish a method for county QI team engagement specifically in priority counties

What we are looking for

• Minimum level of academic and professional qualification required to perform effectively in the role

Essential:

• Bachelor’s degree in Nursing, Public Health, Health Systems Management, or a related field.
• Minimum of 7 years of experience in healthcare quality assurance, quality improvement, or patient safety, with at least 3 years in a managerial role.
• Demonstrated expertise in quality improvement methodologies and tools, such as Continuous Quality Improvement (CQI) and Six Sigma.
• Experience working in maternal and newborn health programs.
• Strong knowledge of national and international healthcare quality standards.
• Proven ability to collect, analyze, and interpret quality assurance data to drive improvements.
• Experience developing training materials and conducting capacity-building sessions.

Desirable:

• Master’s degree in Public Health, Healthcare Management, or a related field.
• Certification in Quality Improvement or Patient Safety.
• Familiarity with government health policies and regulatory frameworks in Kenya.
• Proficiency in data analysis tools such as SPSS, STATA, or DHIS2.

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• Jacaranda Health is seeking a Quality Assurance Coordinator-PROMPTS who will  provide first-line management oversight of the Helpdesk clinical quality assurance to ensure they have the  right clinical content and the right customer service practices they need to respond to mothers' questions promptly, adequately and accurately 

What You’ll Do 

• Establish and uphold clinical quality standards for the Jacaranda Health Helpdesk by conducting regular audits of helpdesk tickets, ensuring compliance with established protocols. 
• Maintain call evaluation metrics and criteria, including but not limited to: Level of service knowledge, clinical education guidelines, issue resolution ability, and the level of engagement with the clients. 
• Listen in to calls to ensure the Helpdesk standard operating procedures and scripts are followed appropriately and quality standards are met and score the general and clinical help desk agents based on the evaluation criteria. 
• Meet weekly with the Help Desk Supervisors to identify areas of improvement for the helpdesk team based on Quality Assurance scores.
• Work with the senior quality assurance coordinator to identify common themes at the team and department or unit levels and where additional support or resources are needed to improve performance. This is done by analyzing weekly data. 
• Organize monthly, and weekly coaching plans and prioritize the training based on findings from listening to calls and tickets.

What we are looking for

Minimum level of academic and professional qualification required to perform effectively in the role

• Bachelor’s degree in Clinical Medicine and Surgery, Nursing, Midwifery or other health-related field.
• PROMPTS helpdesk experience is a plus (but not mandatory)
• Minimum of 4 years relevant experience in medicine, nursing, midwifery, clinical research, medical content creation and maternal and new-born knowledge and team management
• Minimum 2 years’ experience in a quality assurance-related role in a health-focused institution/organisation