Job Opportunity for Lead, Program Experience and Quality at Vision Spring in Noida

About the Organization

Founded in 2001 with the goal of reaching and providing affordable, quality glasses to the 2.5 billion people worldwide who need them, we have come far in the years since. Learn more about our past achievements and get to understand our journey.

Job Description

We are seeking a highly motivated, dynamic, and self-driven candidate who would like to have a challenging and meaningful career path in programs and social sector. Program experience and quality are the key focus areas at our organisation and require a proactive and dynamic approach. The candidate should be dedicated and sincere towards her/his work and should always be open to learning new things. The candidate should have in-depth subject matter knowledge, expertise, and experience. Timely and high-quality delivery of goals would be essential and will be a key performance measurement criterion. S/he will foster long-term relationships and engender support from stakeholders in government, corporates, NGOs, hospitals, communities, and other partners. S/he will also be responsible for standardising the field operations and eliminating distracting factors, thereby developing a culture of partner centricity that promotes retention and loyalty. Her/his job is to work closely with partners to ensure they are satisfied with the program interventions they receive and to improve upon the areas of dissatisfaction. Please note, this is not a tech-driven role. It is more to do with quality check of outreach operations, data, training, on-field operations, and creativity. Your day-to-day responsibilities include working with internal stakeholders, users, donors, and partners across India. You will quality check and curate information/data as per the defined guidelines. Look for logical consistencies across all data and clearly consolidate feedback for the concerned team. Maintaining high energy is absolutely required, while being polite and empathetic. S/he will mentor and lead a team. S/he will be based out of Delhi NCR (Noida), India.

Job Responsibilities

Program quality and user centred strategy

• Support the development and implementation of the organisation’s program quality, user centered strategy, and related policies, guidelines, processes, and Standard Operating Procedures (SOPs), and ensure these are aligned with organisational strategic priorities and targeted outcomes.
• Work together with the Monitoring, Evaluation, Reporting, and Learning (MERL) unit to develop and implement effective monitoring of program quality and user experience.

Harmonisation of approaches

• Put SOPs in place for relevant program elements across various regions, this will include amongst others standardisation throughout our outreach.
• Develop assessment methods, such that we can make controls/checks of the quality for our own teams and implementing partners. This might need to be rolled out by a third party.
• Program experience monitoring, 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.
• Some of the key measurements and indicators that will need to be monitored.
• Verification of prescriptions of % of all users with support from the MERL unit.
• Measure fulfillment of eyeglasses.
• Ensure high assessment Scores – Standardising processes across all outreach sites.
• Measure donors/CSRs satisfaction through Net Promoter Score (NPS) and suggest ways to improve the score.
• Ensure regular verification of quality assurance of vision accuracy on a sample of participants.
• 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.
• Effectively manage and use the call centre to follow up on users and verify key quality indicators and eyeglasses wearing compliance. 
• Look after the digital outreach data capture system in line with the data team – Initial capture as per the protocols, user experience, and adoption.

Innovation

• To continuously identify and perpetuate strong practices and identify pain points and help surface them for the organisation to evolve.
• Actively develop and support opportunities for innovation within quality assurance and user experience.
• Work on eyeglasses insurance and testing of new eye-screening devices.

Capacity building and support

• Provide continuous support to improve the quality and experience of our programs across India.
• Support the recruitment, management, development of team members and motivate them to deliver the highest quality of interventions.
• Ensure team members have easy access and understanding of the organisation’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.

Fundraising

• Support future project design by contributing to proposals ensuring that quality assurance and user experience are at the heart of our interventions.

Education Qualification/Required Skills & Experience

• Minimum of 10 years of progressive experience in supportive supervision and quality assurance.
• Master’s degree in public health, social science, statistics, development studies, or other relevant field(s).
• Minimum of five 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.
• Ability to positively influence people without having line management relationship.
• Strong commitment to respectful collaboration with multi-lingual team members from diverse backgrounds.
• Excellent communication skills in English and Hindi, both in speaking and writing.
• Ability to travel 30% of time within India.