Service Quality Officer (Adama City, Ethiopia)

Could you imagine building and overseeing a quality assurance framework that guarantees thousands of adolescent girls and young women receive safe, high-standard, and dignified health services across a network of clinics, pharmacies, and healthcare providers in Ethiopia?

About Tiko

Tiko is a high-growth, award-winning African nonprofit on a mission to radically transform healthcare access. Recognized as an Audacious Project awardee and one of the fastest-growing NGOs in the sector, we are committed to strengthening the potential and resilience of adolescent girls across Africa. We address the “Triple Threat” of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.

Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.

We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.

Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.

Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly.

We welcome applicants who are available to work from Adama City Oromia region, Ethiopia.

The Job

At Tiko, we do not compromise on the safety, dignity, or quality of care provided to young women. We build fast-moving, technology-driven ecosystems that empower adolescent girls across Sub-Saharan Africa to address the "Triple Threat" of unintended pregnancy, HIV infection, and sexual and gender-based violence (SGBV). As our Service Quality Officer based in Adama City (Oromia region, Ethiopia), 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—from public and private health clinics to independent pharmacies—delivers uncompromised care to our end users.

This is a dynamic, high-accountability role. You will bridge the gap between regional healthcare regulations, local market realities, and real-time user feedback. From setting up independent auditor pools to enforcing strict Service Level Agreements (SLAs) and translating rating data into continuous quality improvements, you will drive accountability across our entire health provider network.

Key Responsibilities

Policy & Governance

• 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.

Audit Infrastructure & Capacity Building

• 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.

Beneficiary-Centric Quality Improvement

• 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
  

About You

You are a deeply customer-centric professional with an eye for detail and a passion for clinical quality, safety, and systemic accountability. You bring a global perspective to service quality processes and do not hesitate to challenge sub-standard practices. You possess brilliant communication skills, enabling you to build constructive relationships with a diverse range of stakeholders—from public health authorities and clinical franchisors to community pharmacists. You are an adaptive, growth-oriented pioneer who is driven by the knowledge that your QA rigor directly protects the well -being of young women.

Requirements

• 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, with direct exposure to SRHR highly preferred).
• 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 & Location: Confident and clear English and Ormifa communication skills (written and verbal). You must be currently based in or available to work from Adama City, Oromia region, Ethiopia (mandatory).

Compensation & Benefits
The gross salary range per month for this position is €1,710 - €2,138. Your final salary will be determined based on your experience and alignment with your future colleagues.

In addition to your monthly salary, we offer you:

• 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
• A culture built on trust - we believe you’ll do your best without the need for unnecessary rules or micromanagement

The Details

Interested? Click Apply for This Job! Want more information? Check out our website Tiko – Do more with Tiko. We only accept applications through the apply links, not by email.

Important Recruitment Fraud Alert
Please be aware that Tiko maintains a professional and ethical recruitment process.

• Zero Fees: We do not charge candidates any fees for applications, interviews, or processing at any stage of the hiring journey.
• Fraud Prevention: If you receive a request for money, bank details, or "onboarding equipment" payments from someone claiming to represent us, this is not a legitimate request.
• Official Channels: We only communicate through our verified company email domain (@tiko.org).

If you are approached by anyone asking for payment in our name, please ignore the request.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.