Service Quality Specialist -SRH (Nigeria)

Tiko

13d • Hybrid

About The Position

Tiko is an African nonprofit 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 this role, we are seeking applicants based in Abuja, Nigeria. 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 based in Abuja, Nigeria, you will be the chief custodian of provider standards on our platform. Your core mission is to ensure that every provider—from large clinical franchisors to independent pharmacies—delivers 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.

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 Abuja, Nigeria (mandatory).

Responsibilities

• Tailor and continuously update Quality Assurance operating procedures to reflect evolving local healthcare regulations, market conditions, and Tiko platform standards.
• Oversee and enforce Service Level Agreements with diverse clinical franchisors, tracking compliance, managing governance records, and swiftly flagging breaches.
• Contract, onboard, and manage a pool of independent health providers, ensuring they are thoroughly vetted, trained, and aligned with our quality benchmarks.
• Establish and manage an independent pool of quality auditors responsible for certifying and auditing platform providers against set clinical standards.
• Continuously assess provider training gaps across health offers, executing targeted on-the-job training for clinics and community pharmacies.
• Regularly evaluate Tiko’s operational workflows and digital systems to identify and mitigate any systemic bottlenecks that could compromise service quality.
• Gather and analyse feedback from end users, beneficiaries, and ecosystem actors to assess whether health services meet set minimum care standards.
• Leverage user rating data, audit reports, and performance trends to provide strategic recommendations and hold providers accountable to the highest standards of care.
• Maintain meticulous quality reports, compliance records, and risk logs to inform leadership and drive organizational learning.

Benefits

• Benefits and allowances tailored to your location.
• Flexible work arrangements, including remote or hybrid options.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed