Service Quality Officer

Girls For Girls Africa Mental Health Foundation

. Tailor and continuously update Quality Assurance operating procedures to reflect Ethiopian healthcare regulations, Oromia market conditions, and Tiko platform standards .

Posted 10/23/2026full-timeAdama City • EthiopiaMid-LevelSenior💰 €1,710 - €2,138 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance and Quality Improvement within the healthcare sector, with a strong focus on compliance with Ethiopian regulations and effective management of clinical service quality. Proficient in stakeholder engagement, training execution, and operational workflow evaluation to enhance service delivery.

Highest-signal resume keywords

Quality Management Systems (QMS)Quality Improvement AuditsService Level Agreements (SLA) ManagementClinical Health Quality AssuranceStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceQuality ImprovementClinical AuditsOperational Workflow EvaluationTraining ExecutionGovernance Record MaintenanceRisk Log DevelopmentPerformance Trend AnalysisFeedback SolicitationSystemic Bottleneck Mitigation

Soft Skills

Clear CommunicationAnalytical SkillsProblem-SolvingTeam CoordinationLeadership

Industry Keywords

Healthcare RegulationsSRHRClinical ServicesQuality BenchmarksIndependent AuditorsOromia Market ConditionsTiko Platform StandardsEnd User FeedbackCommunity ActorsAdama City

About the role

Key responsibilities & impact

Tailor and continuously update Quality Assurance operating procedures to reflect Ethiopian healthcare regulations, Oromia market conditions, and Tiko platform standards
Oversee and enforce Service Level Agreements with clinical partners and franchisors
Track SLA compliance, maintain governance records, and flag breaches
Contract, onboard, and manage independent health providers on the platform
Establish and coordinate an independent pool of quality auditors
Ensure providers are vetted, trained, and capable of meeting quality benchmarks
Assess provider and field employee training gaps and execute targeted on-the-job training
Evaluate operational workflows and digital systems to identify and mitigate systemic bottlenecks
Solicit and analyse feedback from end users, beneficiaries, and community actors
Use user ratings, audit reports, and performance trends to recommend quality improvements and hold providers accountable
Develop and maintain quality reports, compliance records, and risk logs
Inform leadership and support organizational learning

Requirements

What you’ll need

Minimum of 5–7 years of proven experience in a Quality Improvement or Quality Assurance role within the health clinical services sector
Direct exposure to SRHR highly preferred
In-depth knowledge of modern Quality Management Systems (QMS)
Hands-on experience designing and executing clinical health quality improvement audits
Demonstrated experience managing multi-stakeholder QA operations, including SLAs, clinical networks, and independent auditor frameworks
Confident and clear English and Ormifa communication skills, written and verbal
Currently based in or available to work from Adama City, Oromia region, Ethiopia
Successful candidates must complete reference and background screening checks
Candidates must acknowledge Tiko’s recruitment procedures and privacy notice

Benefits

Comp & perks

Benefits and allowances tailored to your location
Flexible work arrangements, including remote or hybrid options
Personal development budget of €500 per year
Unlimited holiday days
Opportunity to shape a growing, impactful product
Trust-based culture without unnecessary rules or micromanagement