Service Quality Specialist -SRH (Nigeria)

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 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 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. 

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.

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

• Sector Expertise: 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).
• Audit & Systems Mastery: In-depth knowledge of modern Quality Management Systems (QMS) alongside hands-on experience designing and executing clinical quality improvement audits.
• Stakeholder Management: Proven track record of managing multi-stakeholder QA operations, including SLAs, provider networks, and independent auditor frameworks.
• Communication & Location: Confident and clear English communication skills (written and verbal). You must be currently based in Abuja, Nigeria (mandatory).

Compensation & Benefits

The salary range per month for this position is ₦2,592,489 - ₦3,240,611 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:

• 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

The Details

Interested? Click Apply for This Job! Want more information? Check out our website Tiko – Do more with Tiko. We only accept applications through the apply links, not by email.

Important Recruitment Fraud Alert
Please be aware that Tiko maintains a professional and ethical recruitment process.

• Zero Fees: We do not charge candidates any fees for applications, interviews, or processing at any stage of the hiring journey.
• Fraud Prevention: If you receive a request for money, bank details, or "onboarding equipment" payments from someone claiming to represent us, this is not a legitimate request.
• Official Channels: We only communicate through our verified company email domain (@tiko.org).

If you are approached by anyone asking for payment in our name, please ignore the request.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.