Quality Manager, Eesti Töötukassa (Estonian Unemployment Insurance Fund)
Töötukassa’s Journey towards Excellence
Triin Kraavi has been working as Quality Manager of Töötukassa since 2014. She is has acquired the qualification of professional quality manager (level 7) and has been working at different quality related positions in private as well as public sector for more than 20 years.
Töötukassa has carried out regular organizational assessments based on different Excellence Models since 2010. Töötukassa’s experience with using different models started in 2010 with CAF self-assessment. It was followed by self- and external assessments according to the Excellnce Model created by the European Network of Public Employment Services. A new internal assessment model was created by Töötukassa in 2021 as a new initiative. It is used for the assessment of the operation of regional departments. Triin is going to talk about Töötukassa’s eleven year journey in this area.