International Clinical Laboratories
International Clinical Laboratories (ICL) is one of the largest independent clinical diagnostic centers on the African continent. ICL opened its door for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves.
It is the only laboratory accredited by the USA-based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.
ICL would like to fill the following vacant positions under the Compliance & Quality Assurance Department for Head office (AA1) by inviting all qualified and competent applicants:
Position: Compliance Officer – Customer Experience
Required Number: 1 (One)
Report to CQA Director
Employment Status: Permanent
Working Place: Head Office (AA1)
Department: Compliance & Quality Assurance (CQA)
Summary of the job: –
Monitor and improve compliance of customer service processes with quality standards
Periodically evaluate customer complaints and feedback in accordance with regulatory requirements
Develop customer service metrics aligned with QMS objectives
Serve as liaison between the CQA department and customer services sections.
Salary: – As per the company scale
About You
Qualification & Experience
Bachelor’s degree in Healthcare Administration, Quality Management, or related field
3+ years’ experience in customer service/compliance in healthcare setting
Knowledge of ISO 15189, JCI, or similar healthcare quality standards
Required Skills and Responsibilities
Evaluate the laboratory’s customer feedback system
Evaluate the complaint handling system and implement corrective actions
Prepare periodic reports on complaint trends and resolutions
Identify opportunities to enhance customer experience while maintaining compliance
Collaborate with other departments to streamline customer-facing processes
Develop and deliver customer service training for staff
Maintain records of all customer interactions and complaints
Prepare compliance reports for management review
Support audit preparation with customer service documentation
Technical Skills
Experience with customer relationship management (CRM) systems
Strong data analysis and reporting skills
Knowledge of medical laboratory processes (preferred)
Excellent communication and interpersonal skills
Strong problem-solving and conflict resolution abilities
Attention to detail and commitment to quality
Behavioural Competencies:
Proper communication and interpersonal skills.
High level of numerical and analytical skills.
Ability to work under pressure and meet set deadlines.
Ability to work with diverse teams.
Maintain high a level of honesty and integrity.