Service Quality Specialist – SRH

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

📋 Description

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

• Manage and enforce Service Level Agreements with various clinical franchisors, ensuring compliance, maintaining governance records, and promptly addressing any breaches.

• Recruit, onboard, and oversee a network of independent health providers, guaranteeing they are thoroughly vetted, trained, and meet our quality standards.

• Establish and supervise an independent team of quality auditors tasked with certifying and auditing platform providers against established clinical criteria.

• Regularly evaluate provider training needs across health services, implementing focused on-the-job training for clinics and community pharmacies.

• Consistently review Tiko’s operational workflows and digital systems to identify and resolve any systemic issues that may affect service quality.

• Collect and analyze feedback from end users, beneficiaries, and ecosystem participants to determine if health services adhere to established minimum care standards.

• Utilize user rating data, audit findings, and performance trends to formulate strategic recommendations and ensure providers maintain the highest standards of care.

• Keep detailed 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 with experience in Sexual and Reproductive Health and Rights - SRHR).

• Comprehensive understanding of contemporary Quality Management Systems (QMS) and practical experience in designing and executing clinical quality improvement audits.

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

• Strong and effective English communication skills, both written and verbal.

• Must currently reside in Abuja, Nigeria (this is a requirement).

🏝️ Benefits

• Benefits and allowances customized to your location.

• Flexible work arrangements, including options for remote or hybrid work.

• A personal development budget of €500 per year to invest in your professional advancement.

• Unlimited holiday days to use at your discretion — just coordinate with your team to take the necessary time to recharge.

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

• A culture founded on trust — we believe you will perform your best without the need for excessive rules or micromanagement.