Job Responsibilities Adjust quality assurance operating procedures and policies to meet the needs of the market you operate in. Ensure that our quality standards for providers on the Tiko platform are met and understood by all. Monitor and update policies and procedures to include regulatory changes on all the health offers on the platform. Understand clients’ needs and requirements and use the information gathered to ensure that services are implemented to the highest standards and that clients receive the highest level of care by driving accountability among providers. Solicit feedback from actors and beneficiaries to assess whether their requirements are met based on set minimum standards. Use information gathered to provide recommendations for quality improvement of programs for all platform health service providers, using rating data to drive accountability among franchisors and individual Tiko providers. Evaluate Tiko's systems and procedures and flag those that may compromise the quality of service. Monitor and manage Service Level Agreements with all franchisors on the Tiko platform and flag instances where the SLA’s have been breached. Maintain all records and reports associated with the governance of the franchisors. Set up, contract, and manage a pool of independent providers on the platform and ensure they are trained and capable of operating to our standards. Set up and coordinate a pool of independent quality auditors that certify and audit providers to ensure they operate up to our standards. Lead the continuous assessment of provider and field employee training gaps for all relevant health offers on the platform and ensure on-the-job training for Tiko providers (clinics and pharmacies). Develop and keep quality reports and any other relevant documentation. About you You have extensive experience in setting up QA coordination across various actors (franchisors, public sector, etc). You have a global perspective of Service Quality processes. You are customer‑centric, passionate, detail‑orientated and quality‑focused. You have brilliant communication skills and the ability to work with a diverse group of stakeholders. Requirements Based in Johannesburg, South Africa (mandatory). Minimum of 5-7 years experience in a quality improvement role. Experience working in the health clinical services sector (mandatory), preferably in SRH. Exposure to implementing health quality improvement audits. In‑depth knowledge of modern Quality Management Systems and Processes. Confident and clear English communication skills – both written and verbal. Benefits and Salary At Tiko we believe in open salaries. The monthly salary bracket for this position is R50,374 – R62,967 gross per month. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues. Benefits and allowances tailored to your location. Flexible work arrangements, including remote or hybrid options where applicable. A personal development budget of €500 per year to invest in your professional growth – whether through training, certifications, or career advancement opportunities. 5 days of wellness leave to recharge and prioritise your wellbeing. All public holidays observed in your region. Maternity and parental leave in accordance with your local regulations. Unlimited holidays – as long as you coordinate with your team, you’re good to go! 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 unnecessary rules or micromanagement. Legal and 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. By applying for this position, you confirm that 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. By applying for this position, you acknowledge that you have read and understood our privacy notice. #J-18808-Ljbffr