Service Quality Specialist – SRH -(Hawassa, Ethiopia)

Location: Addis Ababa

Deadline: Jan 3, 2026

Job Description

We welcome applicants who are available to work from Hawassa, Ethiopia.

The Job

The Service Quality Specialist is responsible for coordinating and overseeing quality assurance for all health offers on the platform accessed by clients and provided by all Tiko providers. Day to day you’ll also be:

You adjust quality assurance operating procedures and policies to meet the needs of the market you operate in. These operating procedures must ensure that our quality standards for providers on the Tiko platform are met and understood by all. You are also responsible for monitoring and updating policies and procedures to include regulatory changes on all the health offers on the platform.
You take time to understand clients’ needs and requirements and use the information gathered to ensure that services are implemented to the highest standards and that clients receive the highest level of care by driving accountability among providers.
You solicit feedback from actors and beneficiaries to assess whether their requirements are met based on set minimum standards and use information gathered to provide recommendations for quality improvement of programs for all platform health service providers, using rating data to drive accountability among franchisors and individual tiko providers. Other than that, you also evaluate Tiko’s systems and procedures and flag those that may compromise the quality of service.
You are responsible for the monitoring and management of Service Level Agreements with all of the diverse franchisors on the Tiko platform and flagging instances where the SLA’s have been breached. You are also responsible for maintaining all records and reports associated with the governance of the franchisors. You also set up, contract, and manage a pool of independent providers on the platform and ensure they are trained and capable of operating to our standards.
You set up and coordinate a pool of independent quality auditors that certify and audit providers to ensure they operate up to our standards.
You lead the continuous assessment of provider and field employee training gaps for all relevant health offers on the platform and ensure on-the-job training for tiko providers (clinics and pharmacies).
You develop and keep quality reports and any other relevant documentation.

About You

You have extensive experience in setting up QA coordination across the various actors (franchisors, public sector, etc). You have a global perspective of Service Quality processes. You are a customer-centric, passionate person, who is detail orientated and quality-focused. You have brilliant communication skills and have the ability to work with a diverse group of stakeholders.

Requirements

You are based in Hawassa, Ethiopia (mandatory).
Minimum of 5-7 years experience in a quality improvement role.
Experience working in the health clinical services sector (mandatory) preferably in SRH.
Exposure to implementing health quality improvement audits.
You have In-depth knowledge of modern Quality Management Systems and Processes.
Confident and clear English communication skills – both written and verbal.

Compensation & Benefits

The gross salary range per month for this position is €1,851 – €2,776. 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:

Health and accident insurance
Flexible work arrangements, including remote or hybrid options where applicable.
A personal development budget of €500 per year to invest in your professional growth – whether through training, certifications, or career advancement opportunities.
Comprehensive time-off package, including 5 days of wellness leave, all regional public holidays, maternity and parental leave according to local regulations, and unlimited holidays subject to team coordination.
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.

Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behavior 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. By applying for this position, you acknowledge that you have read and understood our privacy notice.

Applications will be reviewed on a rolling basis and Tiko may decide to close the vacancy before the deadline.