Service Quality Specialist (JHB, South Africa)

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!

Tiko is an African nonprofit committed to strengthening the potential and resilience of adolescent girls across Africa. We address the "Triple Threat" of unintended pregnancy, HIV infection, and sexual and gender based violence by building local health ecosystems that provide stigma free, no cost, quality assured services. Our model brings together key local actors: community based organizations (CBO) with peer mobilisers who act as health companions, public and private health clinics that deliver care, and retail partners that redeem Tiko Miles - our behaviour change incentive programme that rewards service uptake and feedback. We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real time data. Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom.

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 will:

• 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.
• 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.
• 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. Also evaluate Tiko's systems and procedures and flag those that may compromise the quality of service.
• Monitor and manage Service Level Agreements with all of the diverse franchisors on the Tiko platform and flag instances where the SLA's have been breached. Maintain all records and reports associated with the governance of the franchisors. 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.
• Set up and coordinate a pool of independent quality auditors that certify and audit providers to ensure they operate up to our standards.
• 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).
• Develop and keep quality reports and any other relevant documentation.

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, detail oriented and quality focused. You have brilliant communication skills and the ability to work with a diverse group of stakeholders.

• Based in Johannesburg, South Africa (mandatory).
• Minimum of 5-7 years experience in a quality improvement role.
• Experience working in the health clinical services sector (mandatory) preferably in SRH.
• Exposure to implementing health quality improvement audits.
• In depth knowledge of modern Quality Management Systems and Processes.
• Confident and clear English communication skills - both written and verbal.

The monthly salary bracket for this position is R50,374 - R62,967 gross per month, based on your level of experience. In addition to the monthly salary you will receive:

• Benefits and allowance tailored to your location.
• Flexible work arrangements, including remote or hybrid options.
• A personal development budget of €500 per year to invest in your professional growth.
• Unlimited holiday days to use as you see fit.
• The opportunity to shape a growing, impactful product and leave your mark on how we work.
• A culture built on trust, with minimal micromanagement.