International Clinical Laboratories (ICL) is one of the largest independent diagnostic centers on the African continent. ICL has opened its door for services with the aim of “contributing to the maintenance and enhancement of the quality throughout Ethiopia” by encompassing a system of human and physical resources to meet the changing healthcare needs of the population it serves.
International Clinical Laboratories (ICL) External Vacancy Announcement
Job Position 1 – Client Service Representative
Required Qualification and Experience
Education: Diploma/BSc in health-related fields preferably in a medical laboratory
Experienece:0 – 2 years of experience
COC Certified
Basic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills
Competencies/skills:
Effective communication
Problem-solving
Client relationship management
Attention to detail
Organizational skills
Empathy and patience
Teamwork and collaboration
Proficiency in Microsoft 365
Job Position 2 – Compliance Officer – Customer Experience
Required Qualification and Experience
Education:achelor’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
Job Posiion 3 – Document Control & Records Management Officer
Required Qualification and Experience
Education:Bachelor’s degree in Quality Management, Health Information, or related field.
2+ years in document control, preferably in a medical laboratory or healthcare setting.
Experience with ISO 15189, ISO 9001, or similar QMS standards.
Required Skills and Responsibilities
Develop and implement a document control procedure for all QMS documents (SOPs, forms, manuals).
Manage version control, approval workflows, and archiving of documents.
Ensure all documents follow the laboratory’s naming and numbering conventions.
Maintain electronic and physical records (audit reports, training logs, and equipment records).
Ensure records are readily retrievable for audits and inspections.
Implement a retention and disposal policy aligned with regulatory requirements.
Prepare documentation for internal/external audits (ISO, JCI, regulatory bodies).
Track document review cycles to ensure timely updates.
Maintain a master list of controlled documents (updated quarterly).
KPIs:
100% compliance with document control procedures.
Zero findings in audits related to document management.
Timely review and update of critical documents (e.g., SOPs).
Train staff on document control processes and compliance requirements.
Support departments in creating, reviewing, and approving documents.
Act as the primary point of contact for document-related queries.
Job Position 4 – Quality Assurance Data Analyst
Required Qualification and Experience
Education:Bachelor’s degree in Data Science, Biostatistics, Medical Laboratory Science, or related field.
2+ years in data analysis, preferably in healthcare/laboratory quality.
Experience with ISO 15189, CAP, or JCI standards (preferred).
Required Skills and Responsibilities
Collect, clean, and analyze quality metrics (KPIs, audit results, EQA/IQC data).
Generate monthly/quarterly reports for management reviews (ISO 15189 Clause 8.8).
Maintain a centralized database for document control, incidents, and training records.
Design Power BI/Excel dashboards to track:
Audit completion rates
Training compliance
Non-conformance trends
Turnaround time deviations
Validate data for internal/external audits.
Assist in root cause analysis (RCA) for non-conformances.
Ensure alignment with ISO 15189 Clause 8.7 (Evaluation of data).
Work with IT to integrate QA data with Laboratory Information Systems (LIS).
Train QA staff on data interpretation and visualization tools.
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 [email protected] within 10 working days of this advertisement.
Note: Please put the position title on the subject line of your email.