Full Time Service Quality Specialist – Srh Jobs in Kampala

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. fiLjuiS u5hBS

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.

• 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.
• 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).

Compensation & Benefits

• The salary range per month for this position is UGX6,928,451 ��� UGX8,660,564 gross. Your final salary will be determined based on your experience and alignment with your future colleagues

In addition to your monthly salary, we offer you:

• Medical insurance with Old Mutual Insurance
• Provident fund – 4% of gross is paid by Tiko
• Accident insurance with Absa Life Assurance
• Communting allowance – Ksh.2000 per month
• Airtime / internet for work purposes – Ksh.4000 per month
• A personal development budget of €500 per year to invest in your professional growth
• Unlimited holiday days to use as you see fit – just coordinate with your team and take the time you need to recharge
• The opportunity to shape a growing, impactful product and leave your mark on how we work
• A culture built on trust – we believe you’ll do your best without the need for unnecessary rules or micromanagement