Service Quality Specialist -SRH

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?
About Tiko
Tiko is a high-growth, award-winning African nonprofit on a mission to radically transform healthcare access. Recognized as an Audacious Project awardee and one of the fastest-growing NGOs in the sector, we are committed to strengthening the potential and resilience of adolescent girls across Africa. We address the “Triple Threat” of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.
Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.
We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.
Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.
Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly.
We are hiring a Service Quality Specialist in Kampala, Uganda. Candidates must be currently based in and have experience working within this region.
The Role
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) uncompromised care to our end users.
This is a dynamic, high-accountability role. You will bridge the gap between regulatory frameworks, local market realities, and real-time user feedback. From setting up independent auditor pools to enforcing strict Service Level Agreements (SLAs) and translating rating data into continuous quality improvements, you will drive accountability across our entire provider network.
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.
About You
You are a deeply customer-centric professional with a passion for quality, safety, and systemic accountability. Detail-oriented by nature, you bring a global perspective to service quality and do not hesitate to challenge sub-standard practices. You have brilliant communication skills, enabling you to build constructive relationships with a diverse range of stakeholders—from government regulators and clinical franchisors to community pharmacists. You are adaptable, growth-oriented, and driven by the knowledge that your QA rigor directly protects the well-being of young women.
Requirements
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

Employment type
Full-Time

Work arrangement
No