Job Description

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

At Tiko, we do not compromise on the safety, dignity, or quality of care provided to our users. We build fast-moving, technology-driven ecosystems that empower young people to access vital sexual and reproductive health services across Sub-Saharan Africa. As our Service Quality Specialist, your core mission is to ensure that every provider (from large clinical franchisors to independent pharmacies) delivers uncompromised care to our end users.

An opportunity has arisen for a Service Quality Specialist - SRH at Tiko based in Mukono or Jinja, Uganda.

Working within a supportive team, the post-holder will be expected to plan and prioritise their own workload, communicate clearly with stakeholders, and maintain high standards in every task. Previous experience in a comparable position is highly desirable.

Applications are welcome from candidates who can demonstrate the skills and experience outlined below.

Key Responsibilities

Policy & Governance:
- Standard Optimisation: Tailor and continuously update Quality Assurance operating procedures to reflect evolving local healthcare regulations, market conditions, and Tiko platform standards.
- SLA & Franchisor Management: Oversee and enforce Service Level Agreements with diverse clinical franchisors, tracking compliance, managing governance records, and swiftly flagging breaches.
- Independent Provider Network: Contract, onboard, and manage a pool of independent health providers, ensuring they are thoroughly vetted, trained, and aligned with our quality benchmarks.
Audit Infrastructure & Field Training:
- Auditor Pool Coordination: Establish and manage an independent pool of quality auditors responsible for certifying and auditing platform providers against set clinical standards.
- Capacity Building & Gap Analysis: Continuously assess provider 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: Gather and analyse feedback from end users, beneficiaries, and ecosystem 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 and hold providers accountable to the highest standards of care.
- Documentation & Reporting: Maintain meticulous quality reports, compliance records, and risk logs to inform leadership and drive organizational learning.

Qualifications

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).

Skills

Quality Assurance Quality Improvement Sexual and Reproductive Health Stakeholder Management Communication Data Analysis Audit Management Training and Development

How to Apply

Interested candidates should click on the 'Apply for This Job' link provided. We only accept applications through the apply links, not by email.Apply here;

Resume / CV required

Service Quality Specialist - SRH

Job Description

Key Responsibilities

Qualifications

Skills

How to Apply

Similar Jobs

Need a Custom Plan?

WhatsApp Support

Product

Company