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Jacaranda Health
About Jacaranda Health
Jacaranda Health is a non-profit organization whose mission is to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. One such solution is PROMPTS (Promoting Mothers in Pregnancy and Postpartum Through SMS), an AI-enabled text messaging service that empowers mothers with information to improve health-seeking behaviour and connects mothers with lifesaving services through referrals for additional care.
About PROMPTS Ghana
Building on the success of PROMPTS in Kenya, Jacaranda Health has adapted the PROMPTS model for deployment in Ghana through a pilot study. Our focus will be on enrolling mothers in the antenatal period through postpartum. This will ensure that the Ministry of Health in Ghana and its agencies, through the Ghana Health Service, can support mothers with essential information, triage clients who need urgent support, and ultimately, cost-effectively reduce maternal and neonatal mortality.
Role Overview
We are seeking a Quality Assurance Coordinator who will provide first-line management oversight of the Helpdesk clinical quality assurance to ensure the Helpdesk agents have the right clinical content and guidelines 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.
Develop and maintain a comprehensive evaluation metric and quality assurance checklist to assess and enhance service delivery on Prompts.
Develop clinical quality standards for the Jacaranda Health Helpdesk by developing and maintaining standard scripts and a call evaluation quality assurance scorecard and checklist. Listening to calls daily for the Clinical Helpdesk agents and other agents conducting calls and sharing the areas of improvements and strengths with the Helpdesk team.
Develop and maintain call evaluation metrics and criteria including but not limited to: Level of knowledge, adherence to clinical education guidelines, issue resolution ability, and the level of engagement with the clients.
Listen to calls to ensure the Helpdesk standard operating procedures and scripts are followed appropriately and quality standards are met (call audits), and then score the General and Clinical Helpdesk agents based on the evaluation criteria.
Meet weekly with the Helpdesk supervisors to identify areas of improvement for the Helpdesk team based on Quality Assurance scores and organize or administer additional training for existing staff, as needed.
Work with program/product managers and head of quality assurance to identify areas where additional support or resources are needed to improve performance of the Helpdesk team. This can be done by analyzing weekly data.
Plan and organize yearly, monthly, and weekly training and coaching sessions for the Helpdesk team and prioritize these training sessions based on findings from call and ticket audits. This plan incorporates the other departments which conduct Helpdesk-related training.
Develop and administer training programs for new hires including developing, delivering, and refining the Helpdesk Onboarding and Training Plan.
Design, plan and execute classroom and on-the-job training to meet the training needs of the team.
Develop and update the canned responses and knowledge-based articles for efficient and accurate information retrieval.
Assess the Helpdesk Customer Relationship Management tool’s (CRM) systems gaps and suggest improvements for Helpdesk service delivery to meet the clinical standards.
What we are looking for
Bachelor’s degree in Clinical Medicine and Surgery, Nursing, Midwifery or other health-related field.
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?
Mission-driven work: Your work will contribute to improving maternal and newborn health outcomes
Hands-On Learning: Gain experience with leading data platforms and cloud-based technologies
People-centric culture: Work in collaboration with an ambitious, passionate and supportive team
Location: Ghana
Contract Period: 1 year contract, renewable
Budgeted Salary: Max GHS 20,000
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 28th April 2025.
Applications will be reviewed on a rolling basis. Early applications are encouraged.
