Service Quality Officer

Tiko is inviting experienced healthcare quality assurance professionals to apply for the Service Quality Officer position based in Adama City, Oromia Region, Ethiopia. The role focuses on maintaining high standards of safety, dignity, and quality across Tiko's network of healthcare providers, including clinics and pharmacies.

Job Overview

• Position: Service Quality Officer
• Organization: Tiko
• Location: Adama City, Oromia Region, Ethiopia
• Work Arrangement: Full-time, Hybrid
• Employment Type: Permanent status not specified
• Experience: 5–7 years
• Monthly Salary: €1,710–€2,138 gross
• Application Deadline: Not specified
• Application Method: Online

About Tiko

Tiko is an African nonprofit organization working to improve healthcare access for adolescent girls and young women. Its programmes address unintended pregnancy, HIV infection, and sexual and gender-based violence by connecting communities, healthcare providers, and retail partners through a technology-enabled health ecosystem.

Tiko operates in Ethiopia, Kenya, Uganda, Burkina Faso, South Africa, and Nigeria.

Job Purpose

The Service Quality Officer will oversee quality assurance across Tiko's healthcare provider network in Ethiopia, ensuring that public and private clinics, pharmacies, and other healthcare partners deliver safe, dignified, and high-quality services.

The position involves strengthening quality standards, managing provider compliance, coordinating independent audits, addressing service gaps, and using beneficiary feedback and performance data to drive continuous improvement.

Key Responsibilities

1. Quality Assurance Policy and Governance

• Develop and update quality assurance procedures in line with Ethiopian healthcare regulations, Oromia regional conditions, and Tiko's standards.
• Monitor and enforce Service Level Agreements (SLAs) with healthcare partners and franchisors.
• Maintain compliance records, track contractual obligations, and report breaches.
• Contract, onboard, and manage independent healthcare providers on the platform.

2. Audits and Capacity Building

• Establish and coordinate independent quality auditors to assess and certify healthcare providers.
• Identify training gaps among providers and field employees.
• Organize targeted on-the-job training for clinics and community pharmacies.
• Evaluate operational workflows and digital systems to identify issues affecting service quality.

3. Beneficiary Feedback and Quality Improvement

• Collect and analyse feedback from beneficiaries, end users, and community stakeholders.
• Use user ratings, audit findings, and performance data to identify service quality gaps.
• Recommend improvements and hold healthcare providers accountable for meeting quality standards.
• Prepare and maintain quality reports, compliance records, and risk logs.

Qualifications and Experience

Applicants must meet the following requirements:

• A minimum of 5–7 years of proven experience in Quality Assurance or Quality Improvement within the clinical healthcare services sector.
• Direct experience in Sexual and Reproductive Health and Rights (SRHR) is highly preferred.
• In-depth knowledge of Quality Management Systems (QMS).
• Practical experience designing and conducting clinical healthcare quality improvement audits.
• Demonstrated experience managing multi-stakeholder quality assurance operations, Service Level Agreements, clinical networks, and independent auditor frameworks.
• Strong written and verbal communication skills in English and Afaan Oromo.
• Must currently reside in Adama City or have verifiable work experience in the region.

Salary and Benefits

Monthly Gross Salary: €1,710–€2,138

The final salary will depend on the candidate's experience and alignment with the organization.

Additional benefits include:

• Location-based benefits and allowances.
• Flexible working arrangements, including remote and hybrid options.
• Annual professional development budget of €500.
• Unlimited annual leave, subject to team coordination.
• Opportunities to contribute to the development of Tiko's programmes and technology-driven healthcare services.
• A workplace culture built on trust, flexibility, and professional growth.

How to Apply

Interested and qualified applicants should submit their applications through Tiko's official online recruitment platform.

Official Application Portal:
Apply Here

Tiko accepts applications only through its official application links, not by email.

Important Notice:

• Tiko does not charge applicants any fees at any stage of recruitment.
• Applicants should be cautious of fraudulent requests for money, bank details, or equipment payments.
• Official recruitment communications are conducted through the @tiko.org email domain.
• Successful candidates will undergo reference and background checks, including safeguarding-related checks.
• Applicants are expected to review and understand Tiko's recruitment procedures and privacy notice.

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