Service Quality Specialist

Girls For Girls Africa Mental Health Foundation

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

Posted 10/15/2026full-timeKampala • UgandaMid-LevelSenior💰 UGX 6,928,451 - UGX 8,660,564 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance and Quality Improvement within the health sector, with a focus on compliance, training, and operational efficiency. Proficient in managing multi-stakeholder operations and ensuring adherence to clinical standards and regulations.

Highest-signal resume keywords

Quality Management Systems (QMS)Quality Improvement AuditsService Level Agreements (SLA)Clinical Standards ComplianceStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceQuality ImprovementClinical AuditsOperational Workflows EvaluationTraining ExecutionData AnalysisRisk ManagementGovernance Records ManagementPerformance Trend AnalysisUser Feedback Analysis

Soft Skills

Clear CommunicationLeadershipProblem-SolvingCollaborationTraining and Mentoring

Industry Keywords

Healthcare RegulationsSexual and Reproductive Health and Rights (SRHR)Independent Auditor FrameworksProvider NetworksQuality Benchmarks

About the role

Key responsibilities & impact

Tailor and continuously update Quality Assurance operating procedures to reflect evolving local healthcare regulations, market conditions, and Tiko platform standards.
Oversee and enforce Service Level Agreements with diverse clinical franchisors, track compliance, manage governance records, and flag breaches.
Contract, onboard, and manage independent health providers, ensuring they are vetted, trained, and aligned with quality benchmarks.
Establish and manage an independent pool of quality auditors responsible for certifying and auditing platform providers against clinical standards.
Assess provider training gaps across health offers and execute targeted on-the-job training for clinics and community pharmacies.
Evaluate Tiko’s operational workflows and digital systems to identify and mitigate systemic bottlenecks affecting service quality.
Gather and analyse feedback from end users, beneficiaries, and ecosystem actors against minimum care standards.
Leverage user rating data, audit reports, and performance trends to provide strategic recommendations and hold providers accountable.
Maintain quality reports, compliance records, and risk logs to inform leadership and drive organizational learning.
Ensure safe, dignified, and high-quality care across Tiko’s provider network.

Requirements

What you’ll need

Minimum of 5–7 years of experience in a health-sector Quality Improvement or Quality Assurance role (preferably with direct exposure to Sexual and Reproductive Health and Rights - SRHR).
In-depth knowledge of modern Quality Management Systems (QMS) alongside hands-on experience designing and executing clinical quality improvement audits.
Proven track record of managing multi-stakeholder QA operations, including SLAs, provider networks, and independent auditor frameworks.
Confident and clear English communication skills (written and verbal).
You must be currently based in Uganda (mandatory).
Candidates must be currently based in and have experience working within this region.
Must complete reference and background screening checks before hiring.
Must comply with Tiko's recruitment procedures and privacy notice.

Benefits

Comp & perks

Medical insurance with Old Mutual Insurance
Provident fund - 4% of gross is paid by Tiko
Accident insurance with Absa Life Assurance
Communting allowance - Ksh.2000 per month
Airtime / internet for work purposes - Ksh.4000 per month
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
A culture built on trust - we believe you’ll do your best without the need for unnecessary rules or micromanagement