Service quality officer

Sobre a vaga

As our Service Quality Officer based in Adama City, you will be the chief custodian of provider standards on our platform across local health ecosystems. Your core mission is to ensure that every provider delivers uncompromised care to our end users. You will bridge the gap between regional healthcare regulations, local market realities, and real-time user feedback.

O que vais fazer

• Standard Optimisation: Tailor and continuously update Quality Assurance operating procedures to reflect evolving Ethiopian healthcare regulations, regional Oromia market conditions, and Tiko platform standards
• SLA & Franchisor Management: Oversee and enforce Service Level Agreements with diverse clinical partners and franchisors, tracking compliance, maintaining governance records, and swiftly flagging breaches
• Independent Provider Network: Contract, onboard, and manage a pool of independent health providers on the platform, ensuring they are thoroughly vetted, trained, and capable of operating to our quality benchmarks
• Auditor Pool Coordination: Establish and coordinate an independent pool of quality auditors responsible for certifying and auditing platform providers against set clinical standards
• Training Gap Analysis: Continuously assess provider and field employee training gaps across health offers, executing targeted on-the-job training for clinics and community pharmacies
• System Evaluation: Regularly evaluate Tiko’s operational workflows and digital systems to identify and mitigate any systemic bottlenecks that could compromise service quality
• User Feedback Loops: Solicit and analyse feedback from end users, beneficiaries, and community actors to assess whether health services meet set minimum care standards
• Data-Driven Accountability: Leverage user rating data, audit reports, and performance trends to provide strategic recommendations for quality improvement and hold service providers accountable
• Documentation & Reporting: Develop and maintain meticulous quality reports, compliance records, and risk logs to inform leadership and drive organizational learning

O que é pedido

• Sector Experience: Minimum of 5–7 years of proven experience in a Quality Improvement or Quality Assurance role within the health clinical services sector (mandatory)
• Audit & Systems Mastery: In-depth knowledge of modern Quality Management Systems (QMS) alongside hands-on experience designing and executing clinical health quality improvement audits
• Stakeholder Management: Demonstrated track record of managing multi-stakeholder QA operations, including SLAs, clinical networks, and independent auditor frameworks
• Communication: Confident and clear written and verbal English and Afaan Oromo communication skills (mandatory)
• Location: Must be a current resident of Adama City, Oromia, or have verifiable on-the-ground work experience in the region (mandatory)

Valorizado

• direct exposure to SRHR highly preferred

O que é oferecido

• The gross salary range per month for this position is €1,710 - €2,138
• Benefits and allowances tailored to your location
• Flexible work arrangements, including remote or hybrid options
• A personal development budget of €500 per year to invest in your professional growth
• Unlimited holiday days to use as you see fit - just coordinate with your team and take the time you need to recharge
• The opportunity to shape a growing, impactful product and leave your mark on how we work