Assistant Lead, Program Experience and Quality

VisionSpring

VisionSpring

Quality Assurance
Dhaka, Bangladesh
Posted on Friday, October 6, 2023
Job Type

Full-time

Description

Are you ready to use your expertise to restore vision for tens of thousands of low-wage workers across Bangladesh? Would you like to work for an organization that combines the best of business and social impact practices?

VisionSpring, an international social enterprise, seeks a full-time personnel for the position of Assistant Lead, Program Experience and Quality, to improve its efforts in getting affordable eyeglasses to Bangladesh’s workforce with blurry vision. The Program Experience and Quality Lead transform workers’ access to vision correction in workplaces through the rapid replication of VisionSpring’s Clear Vision Workplace (CVW) program.

This role starts on a promise of transforming customer engagement from a traditional ‘reactive’ to a ‘proactive’ mindset. S/He is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with workplace to ensure that Visionspring follows the standard guideline and standard so that customers are satisfied with the services they receive and we can improve upon areas of dissatisfaction.

This position fosters long-term client relationships, and engenders support from stakeholders in government, corporates, labor and the sustainable sourcing community. This position has to work closely with local and global CVW team members and report to the CVW Program Manager, Bangladesh. The position is based in Dhaka with frequent travel across program areas within the country.

Timely and high-quality delivery of goals would be essential and will be a key performance measurement criterion for this role. Please note, this is not a tech-driven role. It is more to do with quality check of CVW operations, data, training, on-field operations, and creativity.

This role is a permanent, full-time position. We expect the successful candidate to be a long-term contributor for VisionSpring.

About You
  • Mission-driven, entrepreneurial leader. You foster ideation, iteration, and learning.
  • Passionate about quality standards. You give your best effort in understanding the quality of our program interventions and practices and focus on further improving the standards.
  • You are focused on continuous process improvement, adoption of best practices, retention of clients and customers through exceptional service delivery standards, expansion of the clear vision teams through clear vision champions which leads to the customers’ desired outcome.
  • You can break down ambiguous problems into concrete, manageable components and think through optimal solutions.
  • You are well versed with Client-centric metrics, Retention metrics, Engagement metrics, Adoption metrics, Customer feedback metrics.
  • People-centric. You center program quality around defined value propositions, user experience, and feedback.
  • Scaling champion. You are motivated to transform local processes and protocols into scalable approaches that can be adjusted to reflect national context but ensure similar quality and user experience across the operations.
  • Inclusive communicator. You know how to communicate with stakeholders and team mates to get the best feedback out. In a diverse, growth-stage organization, you create opportunities for participation and increased responsibility. You model vulnerability and accountability and roll-up your sleeves to deliver when needed.
About Us
  • We are creating access to affordable eyewear, everywhere. Clear vision creates opportunities for increased learning, work, safety, civic participation, and quality of life.
  • As a social enterprise, social change motivates us first. Our focus on sales and revenue targets serves and advances our mission objective – to increase functioning, productivity, and income earning potential for our low-income consumers by correcting refractive error with eyeglasses.
  • We are working to transform the systemic dysfunction of an optical market that has failed to deliver eyeglasses – a 700-year-old technology – to 2.5 billion consumers in need of vision correction, most of whom live on less than $4 a day.
  • We serve low-income consumers, not as beneficiaries but as customers. Our customers expect a high quality and affordable product, and they will spend limited discretionary income for the immediate and tangible benefits of vision correction.
  • We run our operations on metrics and social impact measures. We leverage a range of processes and practices to get the work done.
  • We believe in scaling our impact, not our organization. We are a lean team of doers.
WHAT WE EXPECT YOU WILL DO?

In general, the position will do two broad level intervention:

I. Support the development and implementation of the CVW program quality, user centered strategy, and related policies, guidelines, processes, and Standard Operating Procedures (SOPs), and ensure these are aligned with organizational strategic priorities and targeted outcomes.

II. Work together with the Monitoring, Evaluation, Reporting, and Learning (MERL) unit to develop and implement effective monitoring of program quality and user experience.

In Doing This, S/he Will Cover The Following

Customer Satisfaction and Client Servicing
  • Consistently engage with existing clients to deliver highest levels of customer service, identify concerns that need to be remediated, including TAT, Product, Compliance etc.
  • Plan and Facilitate “Vision Champion” training.
  • Facilitate order and delivery of ready readers through Vision Champions.
  • Develop a CVW Community of Practice through participation in events, routine communications, sharing of lessons learned.
Data Collection and Report Writing
  • Coordinate and ensure introduction of DigitEYES in vision camps and support the team members with troubleshooting, training, implementation.
  • As needed and directed, collect and insert customer profile data, customer stories, and survey data to help understand customer satisfaction, preferences, and barriers to vision and optical care.
  • Ensure regular verification of quality assurance of vision accuracy on a sample of participants.
  • Draft field reports and customer stories to assist with investor relations and communications.
  • Entry all vision champion data into the salesforce.
Account Retention
  • Inspire clients to extend their worker’s wellbeing initiatives with VisionSpring. Use your in-depth knowledge of VisionSpring’s impact to engage manufactures/producers in multi-year service contracts. Where applicable, leverage VisionSpring’s financial support from international/domestic brands to offer preferential terms.
  • Encourage clients to share the impact of CVW with stakeholders, including their business partners, boards of directors and employees. Coordinate with the Marketing team to support client’s in sharing their impact assessment externally.
Harmonization of approaches
  • Put SOPs in place for relevant program elements across various regions, this will include amongst others standardization throughout our CVW.
  • Support developing assessment methods, such that we can make controls/checks of the quality for our own teams and implementing partners directly or through 3rd party assessors.
  • Monitor program experiences: this includes process monitoring, user feedback on counselling, choice, and eyeglasses wearing habits.
  • Based on experience and evidence from the field, suggest effective ways or innovations to achieve greater quality and program experience.
  • Support piloting any new technology and tools, new glasses, new eye testing materials, new charts with a quality assurance lens in support with the MERL unit.
  • Support communication of quality assurance and experience to all our donors/CSR partners as well as to our participants.
  • Support programs roll out with the 2nd pair of eyeglasses in mind.
  • Ensure the full referral pathway is in place for every screening and develop quality assurance measurements for these referral points.
Key areas of Quality Assurance
  • Ensure quality insurance is actively being measured.
  • Verification of prescriptions of % of all users with support from the MERL unit.
  • Ensure high assessment Scores - Standardizing processes across all outreach sites.
  • Measure donors/CSRs satisfaction through Net Promoter Score (NPS) and suggest ways to improve the score.
  • Support to improve participant satisfaction scores.
  • Number of prescription (Rx) glasses users getting their prescriptions fulfilled.
  • Participant experience monitoring, this includes participant feedback on counselling, choice, and eyeglasses wearing habits.
  • Look after the digital outreach data capture system in line with the data team - Initial capture as per the protocols, user experience, and adoption.
Capacity building and support
  • Provide continuous support to improve the quality and experience of our programs across Bangladesh.
  • Support the management and development of CVW team members and motivate them to deliver the highest quality of interventions.
  • Ensure team members have easy access and understanding of the organization’s quality assurance tools, processes, and systems.
  • Train team members on quality assurance tools, processes, and systems in collaboration with the training/learning department, where relevant.
  • Work with program teams to develop understanding of the importance of quality assurance and program experience.
  • Contribute to program knowledge management.
Requirements
  • Bachelors or Masters degree in any discipline, preferably in Public Health, Statistics, Social Science, Development Studies or other relevant field from a reputed University.
  • 3 plus years of professional experience in business development, social development, poverty alleviation, communication, customer relationship management, after sales services, and/or key account management will be appreciated.
  • Good writing skills, with reasonable experience in drafting presentations and reports.
  • Preferred experience of working with garment/ textile/any manufacturing sector.
  • Highly organized and detail oriented, with great problem-solving skills. Ability to meet deadlines under high pressure and complexity.
  • Meets the highest standards of ethics and personal integrity, with a demonstrated capacity for discretion and for handling confidential information with care.
  • The ability to travel up to 50% of your time as needed.
Compensation
  • Salary range is based on experience and education and as per VisionSpring Policy.
  • VisionSpring offers competitive benefits, including gratuity, festival bonus, health insurance and paid time off.
TO APPLY
  • We want to know more than just what you have done. We want to know who you are. What are the passions and talents that draw you to this role?
  • Please update your CV/résumé to include a phrase or sentence describing the business of each organization where you have worked. Applications without this information will not be considered.
  • Please submit your application, including a thoughtful cover letter and CV/résumé through LinkedIn.
  • The preferred start date is October 15, 2023.
  • Please note, only candidates to be shortlisted will be contacted.
At VisionSpring, diversity, equity, and inclusion are directly aligned with our core value to advance equity. Our mission is predicated on removing a fundamental barrier to full economic and social participation—uncorrected blurry vision. The values that underpin our mission energize our commitment to a diverse and inclusive team. A diverse team also allows VisionSpring to approach problems with nuance and develop unique insights that drive an outsized positive impact in the world. We actively recruit, develop, and retain talented people from diverse backgrounds and support everyone in being exactly who they are. VisionSpring is an equal opportunity employer and welcomes people from all experiences, abilities, and perspectives to apply.