Senior Quality Assurance Officer

Senior Quality Assurance Officer

Duty Station: Addis Ababa

DB/ Vacancy-0023/23

Job Summary       

·          The Senior Quality Asurance Officer  is responsible for designing and owning quality assurance framework including setting service quality standards and monitoring the Bank’s  services  against agreed targets and standards.

·          He/she assess the quality of service delivery in all customer contact points and make recommendations to improve the quality of service; and follows up to ensure remedial measures are taken for opinion and complaints

Academic & Professional Qualification

• Bachelor 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 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 in line with Dashen Bank values.
•  Good oral and written communication skills.
•  Critical and analytical thinking and problem solving skills.
•  Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
•  Good customer relationship management skills (internal and external customers).
•  Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.

Required Technical Competency

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