Senior Quality Assurance Officer

Duty Station: Addis Ababa

DB/ Vacancy-0023/23

Job Summary       

• The Senior Quality Assurance Officer is responsible for designing and owning a quality assurance framework including setting service quality standards and monitoring the Bank’s services against agreed targets and standards.
• He/she assesses the quality of service delivery in all customer contact points and makes recommendations to improve the quality of service, and follows up to ensure remedial measures are taken for opinion and complaints

Job Requirements

Academic & Professional Qualification

• Bachelor's Degree in Marketing, Business Administration Management, and/or related fields.
• Professional qualification(s) in Marketing or Customer Service is an added advantage.

Experience

• At least five (5) years post-qualification experience similar role in a bank or service-oriented organization.

Behavioral Competency

• Interpersonal and cross-cultural skills, including the ability to build collaborative relationships with sensitivity to diversity/inclusion.
• Creativity and innovation skills.
• Action-oriented.
• Quality focus and attention to detail.
• Professionalism and integrity are in line with Dashen Bank's values.
• Good oral and written communication skills.
• Critical and analytical thinking and problem-solving skills.
• Personal motivation and drive are exhibited through a commitment to hard work, continuous improvement, and achievement of goals.
• Good customer relationship management skills (internal and external customers).
• Risk awareness and focus - demonstrate understanding of risk management practices, standards, and regulatory requirements.

Required Technical Competency

• Knowledge of customer relationships and service quality management.
• Good understanding of customer care service standards or benchmarks

How to Apply

1. Interested and qualified applicants should apply through THIS FORM
2. Applicants should fill in all the details on the vacancy application form and make sure they submit it after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verify educational qualifications, work experience licenses, certifications …. etc which are stated on the application form /CV).
4. Login to this website and attach the scanned documents in PDF format (*mandatory).
   • CV‘s shall not be more than 3 pages and saved in PDF format (*mandatory).

NB: Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.

Female applicants are highly encouraged to apply