Service Quality Specialist – Coast Region

This is a fully remote position, open to applicants in Kenya.

📋 Description

• Customize and continually revise Quality Assurance operational procedures to align with changing local healthcare regulations, market dynamics, and Tiko platform standards.

• Supervise and enforce Service Level Agreements with various clinical franchisors, monitoring compliance, managing governance documentation, and identifying breaches.

• Recruit, onboard, and oversee independent health providers, ensuring thorough vetting, training, and alignment with quality standards.

• Create and manage a pool of independent quality auditors responsible for certifying and auditing platform providers against clinical benchmarks.

• Identify training gaps for providers across health offerings and implement focused on-the-job training for clinics and community pharmacies.

• Review Tiko’s operational workflows and digital systems to pinpoint and address systemic bottlenecks impacting service quality.

• Collect and analyze feedback from end users, beneficiaries, and ecosystem participants against established minimum care standards.

• Utilize user ratings, audit findings, and performance trends to offer recommendations and ensure accountability among providers.

• Maintain quality reports, compliance documentation, and risk logs to inform leadership and promote organizational learning.

⛳️ Requirements

• A minimum of 5–7 years of experience in a Quality Improvement or Quality Assurance role within the health sector.

• Preferably have direct experience with Sexual and Reproductive Health and Rights (SRHR).

• Comprehensive understanding of contemporary Quality Management Systems (QMS).

• Practical experience in designing and conducting clinical quality improvement audits.

• Demonstrated success in managing multi-stakeholder QA operations, including SLAs, provider networks, and frameworks for independent auditors.

• Strong and clear communication skills in English, both written and verbal.

• Must currently reside in Kilifi or Mombasa, Kenya.

🏝️ Benefits

• Medical insurance provided by Old Mutual Insurance.

• Provident fund contribution of 4% of gross salary paid by Tiko.

• Accident insurance coverage through Absa Life Assurance.

• Commuting allowance of Ksh.2000 per month.

• Airtime/internet allowance for work purposes amounting to Ksh.4000 per month.

• A personal development budget of €500 per year to support your professional growth.

• Unlimited vacation days to utilize as needed—just coordinate with your team to take the time necessary to recharge.

• The chance to influence the development of a growing, impactful product and make a lasting impact on our operations.

• A culture founded on trust—we believe in your ability to excel without the constraints of unnecessary regulations or micromanagement.