Service Quality Specialist – Coast Region

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Girls For Girls Africa Mental Health Foundation

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏥 Healthcare

⚕️ Healthcare Insurance

🌍 Social Impact

Healthcare • Healthcare Insurance • Social Impact

Girls For Girls Africa Mental Health Foundation is an organization focused on improving mental health across Africa. Their work involves a global community of mental health innovators including researchers, practitioners, policy-makers, and advocates. Their mission includes promoting mental health, supporting mental health integration into general healthcare, and providing innovative resources and ideas to improve mental health services. They focus on addressing mental, neurological, and substance use disorders and provide platforms for sharing knowledge and innovations in mental health services across different parts of the world.

📋 Description

• 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

• 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

• 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