Compliance Officer – Customer Experience

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    

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.

How To Apply

Qualified applicants who fulfill the above requirements shall submit their updated Cover Letter, CV, and copies of supporting documents in person to the HR Admin Office of ICL at “Bulgaria Mazoria “or send using mail address hrrecruitment@icladdis.com within 10 working days of this advertisement.

Note: Please put the position title on the subject line of your email.