Quality Assurance Coordinator - PROMPTS

QUALITY ASSURANCE COORDINATOR - PROMPTS

About Jacaranda Health

Jacaranda Health is a nonprofit organization dedicated to improving maternal and newborn health outcomes within the public health system. For the past eight years, we have partnered with government stakeholders—including county health management teams and Ministries of Health—to develop scalable and cost-effective solutions in public hospitals, where most underserved mothers and newborns receive care. Our core solutions include PROMPTS, an AI-enabled text messaging service for mothers, and MENTORS, a facility-based training program equipping frontline nurses with lifesaving skills and knowledge. Data is a cornerstone of our work, providing essential insights for both internal operations and external decision-making. We support over 1,100 health facilities across 22 of Kenya’s busiest counties, reaching 2.4 million women. We are also expanding our impact beyond Kenya, with ongoing operations in Eswatini and Ghana and an upcoming expansion to Nigeria.

Jacaranda Health is an equal opportunity employer. We welcome applications from qualified candidates regardless of race or ethnicity, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and any other protected characteristics. 

Department Overview

The Quality Assurance (QA) department is critical at Jacaranda Health, ensuring that all programs meet standards and operational excellence. QA is responsible for setting clear organizational standards and monitoring adherence through continuous evaluations and audits. The insights generated from these processes are used to inform both internal decision-making and external reporting, enabling data-driven improvements across Jacaranda Health’s programs. The QA department plays a key role in enhancing the quality, consistency, and impact of our work by fostering a culture of accountability and continuous learning

Role Overview

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

Why Jacaranda Health? 

1. Mission-driven work:  Your work will contribute to improving maternal and newborn health outcomes

2. Hands-On Learning: Gain experience with leading data platforms and cloud-based technologies

3. People-centric culture: Work in collaboration with an ambitious, passionate and supportive team

If you are excited about using data to drive meaningful change and looking for an opportunity to develop your skills in a fast-paced environment, we’d love to hear from you!  Apply now via this link to join our team of global health leaders!

Candidates should submit their applications by 16th May 2025.

Applications will be reviewed on a rolling basis. Early applications are encouraged.