Global Lead, Program Experience and Quality at VisionSpring

The person in this role has an important role in championing the importance of program quality and client experience. They will be responsible for capacity building of the team through training and on-the-job supervision, regular discussions, and feedback, such that teams can constantly adapt and relentlessly improve. This person will act as a bridge between the on-field action and the documented protocols and suggest changes as per the market requirements.

The Global Lead collaborates with country quality and customer experience leads and VAP team members across programs and promotes the adoption of best practices. The Global Lead is a member of VisionSpring's Global Program Office and reports to the Global Senior Lead of Program Experience & Quality (based in India).

About you

• Mission-driven, entrepreneurial leader. You build a mission-driven unit to support the delivery of the organization's long-term outcomes. You foster ideation, iteration, and learning.
• Curious and passionate about quality standards. You love understanding the quality of our services and practices and are passionate about further improving quality standards on a global scale.
• Inclusive player-coach. You mentor and develop people. 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.
• You are focused on continuous process improvement, adoption of best practices, and retention of clients and customers through influencing and exceptional service standards delivered through market teams. You are motivated to transform local and national processes and protocols into scalable approaches that can be adjusted to reflect country contexts but ensure similar quality and client experience across the board.
• You will play a pivotal role in ensuring the sustainability of the various programs running across countries and simplifying the processes to make them easily adaptable.
• You are well-versed in Client-centric metrics, Retention metrics, Engagement metrics, Adoption metrics, and Customer feedback metrics.
• You are accustomed to being in a multi-programmatic and multi-cultural high-growth environment in a rapidly growing organization. You are self-motivated and strategic in your approach to building and stewarding relationships.
• Willingness to travel across markets and provide ground-level support to teams.

What you'll do

Harmonization of approaches

• Work together with program teams to implement effective monitoring of program quality and client experience.
• Ensure adherence to Standard Operating Procedures in place for relevant programs across VS countries, roll out assessment methods, such that we can make controls/checks of the quality for our teams and implementing partners. This might need to be rolled out by a third party.
• Client experience monitoring includes process monitoring, client feedback on their experience of our services, the choice of eyeglasses we offer, and their glasses wearing habits.
• Based on experience and evidence from the field, suggest effective ways or innovations to achieve greater quality and client experience

Key areas of Quality Assurance:

• Ensure quality assurance is actively being measured. Some of the key measurements and indicators that will need to be monitored.
• Measure donors/CSRs satisfaction through Net Promoter Score (NPS) and suggest ways to improve the score.
• Participant experience monitoring includes participant feedback on their experience of our services, the choice of glasses we offer, and their glasses wearing habits.
• Support in adapting to the set guidelines for digital field level data capture and enhance compliance. - Initial capture as per the protocols, user experience, and supporting in correct field level data collection.
• Drive interventions that will raise program quality and experience– standardizing processes across all project sites.
• Support to improve customer satisfaction scores.
• Effectively use the communication materials/ medium to improve client awareness. Design mechanisms to gather follow-up feedback from customers and verify key quality indicators, amongst other glasses wearing behavior.
• Supporting roll out and adoption of DigitEYES and other digital applications in relevant markets.

Innovation

• In line with our value of constantly adapt and relentlessly improve, you will continuously identify and perpetuate strong practices and identify pain points and help surface for the organization to evolve.
• Support opportunities for innovation within quality assurance and client experience.

Capacity building and support

• Provide continuous support to improve the quality of our programs and the client experience in all of our countries.
• Support the recruitment, management, and development of team members and motivate them to deliver the highest quality of services.
• Work with program teams to develop an understanding of the importance of quality assurance and client experience and ensure team members have easy access to the same.
• Train team members on quality assurance tools, processes, and systems in collaboration with the head of the training/learning department where relevant in coordination with the training team
• Contribute to program knowledge management.

As quality assurance and client experience is a domain that is constantly evolving, you will be flexible to adapt potentially additional tasks in line with the overall goal of ensuring quality assurance and client experience.

Requirements

• Minimum of 5 years of progressive experience in supportive supervision and quality assurance
• Bachelor’s degree in public health, social science, statistics, development studies, or other relevant field.
• Minimum of 2 years of team and/or project leadership experience.
• Superior skills using MS Excel and overall strong competency using MS Office applications.
• Extraordinary follow-through, attention to detail and deadlines, and a strong personal sense of accountability.
• Fluency in English, written and spoken.
• Ability to travel 40% of time. Willingness to travel internationally and work in locations with limited infrastructure.
• Preferred experience and skills: (1) Knowing VS process and practices (2) Experience working in sub-Saharan Africa, India, Bangladesh, and/or Vietnam; (3) Working in a high-growth or start-up environment; (4) Working in an international organization operating in low- and middle-income countries.