Service Quality Officer (Adama City, Ethiopia)

• Adapt and update quality-assurance procedures for Ethiopian regulations, Oromia conditions and Tiko standards.
• Oversee service-level agreements with clinical partners and franchisors, maintain governance records and flag breaches promptly.
• Contract, onboard and manage independent providers, checking that they are vetted, trained and able to meet quality standards.
• Establish and coordinate independent quality auditors to certify and audit providers.
• Identify training needs and deliver targeted on-the-job training to clinics and community pharmacies.
• Examine operational processes and digital systems for bottlenecks that could affect care quality.
• Gather and analyse feedback from users, beneficiaries and community actors; use ratings, audit results and trends to recommend improvement and hold providers accountable.
• Maintain quality reports, compliance records and risk logs for management learning.

• Have 5 to 7 years of proven quality-improvement or quality-assurance work in clinical health services; SRHR exposure is strongly preferred.
• Know modern Quality Management Systems and have carried out clinical quality-improvement audits.
• Have managed multi-stakeholder quality work including SLAs, clinical networks and independent auditor arrangements.
• Communicate clearly in English and Ormifa, in writing and speech.
• Be based in, or available to work from, Adama City, Oromia.

Gross monthly salary is EUR 1,710 to EUR 2,138, set according to experience and fit with future colleagues. Tiko also offers location-specific benefits and allowances, flexible remote or hybrid arrangements, a EUR 500 yearly development budget, unlimited holiday coordinated with the team, and the chance to shape an evolving product and working culture.

Apply through the employer's application link; applications by email are not accepted.