Are you a strategic thinker? Would you love to develop and execute strategies across Tiko's global markets for all service quality assurance for providers?
**The Company**
Tiko (previously known as Triggerise) believes in a world where all youth have the power to choose where, when, and how they meet their sexual reproductive health needs. Our digital platform delivers scalable and verifiable sexual reproductive health services for young people in 5 main markets in Sub Saharan Africa - Kenya, Ethiopia, Uganda, South Africa and Burkina Faso. We work together with local communities and use nudges like reminders, discounts, and reward points to encourage our users to access and use sexual and reproductive health services. We also support our users in becoming micro-entrepreneurs and adding value to their economies.
Tiko has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of 160 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Tiko is like here.
**For this role, we are seeking applicants based in Nairobi, Kenya; Addis Ababa, Ethiopia; and Ouagadougou, Burkina Faso.**
**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.
**The Rewards**
At Tiko we believe in being open, also when it comes to salaries. The monthly salary brackets for this position is Ksh248,461 - Ksh372,692 gross in Kenya, €1,682 - €2,523 gross in Ethiopia, and CFA850,041 - CFA1,275,061 gross in Burkina Faso, and plus benefits. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues.
In addition to your monthly salary, we also offer:
* 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.
**The Details**
Interested? Click Apply for This Job! Want more information? Check out our website tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.
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**Tiko prioritizes integrity in our workplace and respects your privacy.**
_Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the_ _Inter Agency Misconduct Disclosure Scheme__. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.
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_We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click_ _here_ _to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice._