Service Quality Specialist – Coast Region

Girls For Girls Africa Mental Health Foundation

Service Quality Specialist improving safe, dignified SRH services across Tiko’s Kenyan provider network. Managing audits, SLAs, provider training, feedback analysis, and quality governance in Kilifi or Mombasa.

Posted 8/10/2026full-timeRemote • 🇰🇪 KenyaMid-LevelSenior💰 KES 273,679 - KES 340,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Quality Assurance and Quality Improvement within the health sector, with a focus on compliance, training, and operational efficiency. Proficient in managing multi-stakeholder operations and leveraging data to enhance service quality and provider accountability.

Highest-signal resume keywords

Quality Management Systems (QMS)Clinical Quality Improvement AuditsService Level Agreements (SLA) ManagementStakeholder ManagementSexual and Reproductive Health and Rights (SRHR)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceQuality ImprovementOperational Workflow EvaluationTraining Gap AssessmentData AnalysisCompliance TrackingAudit Report DesignPerformance Trend AnalysisGovernance Record ManagementRisk Log Maintenance

Soft Skills

Clear English CommunicationInterpersonal SkillsLeadershipProblem-SolvingCollaboration

Industry Keywords

Healthcare RegulationsClinical StandardsQuality BenchmarksIndependent AuditorsProvider NetworksCommunity PharmaciesEnd User FeedbackEcosystem ActorsKilifiMombasa

About the role

Key responsibilities & impact

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 flagging breaches
Contract, onboard, and manage independent health providers, ensuring they are vetted, trained, and aligned with quality benchmarks
Establish and manage an independent pool of quality auditors responsible for certifying and auditing platform providers against clinical standards
Assess provider training gaps across health offers and execute targeted on-the-job training for clinics and community pharmacies
Evaluate Tiko’s operational workflows and digital systems to identify and mitigate systemic bottlenecks affecting service quality
Gather and analyse feedback from end users, beneficiaries, and ecosystem actors against minimum care standards
Leverage user rating data, audit reports, and performance trends to provide recommendations and hold providers accountable
Maintain quality reports, compliance records, and risk logs to inform leadership and drive organizational learning

Requirements

What you’ll need

Minimum of 5–7 years of experience in a health-sector Quality Improvement or Quality Assurance role
Preferably direct exposure to Sexual and Reproductive Health and Rights (SRHR)
In-depth knowledge of modern Quality Management Systems (QMS)
Hands-on experience designing and executing clinical quality improvement audits
Proven track record managing multi-stakeholder QA operations, including SLAs, provider networks, and independent auditor frameworks
Confident and clear English communication skills, written and verbal
Must be currently based in Kilifi or Mombasa, Kenya

Benefits

Comp & perks

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