Job Expired

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Senior Quality Assurance Officer-Contact Center

Dashen Bank

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Business

Marketing Management

Addis Ababa

5 years

1 Position

2022-10-10

to

2022-10-13

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Marketing

Full Time

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Job Description

The Senior Quality Assurance Officer-Contact Center is responsible for implementing quality assurance tools, including establishing service quality standards and monitoring the Digital Banking customer service experience against agreed targets and standards. In addition, the role holder is responsible for monitoring digital channel availability and performance and evaluating the quality of service delivery in all digital banking services and making recommendations to improve the quality of service; and follow-up to ensure corrective actions.

Job Requirements

Academic & Professional Qualification

  • Bachelor's Degree in Marketing, Communications, Public Relations, Digital/Online Marketing, Customer Experience and/or related fields.

  • Professional qualification(s) in Marketing e.g. CIM or equivalent is an added advantage.

Experience

  • At least five (5) years of experience in a 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

  • Strong knowledge of digital/online/social media strategy, audience management and analytics. 

  • Online and internet/intranet tools proficient.

  • Proven track record in conceptualizing and implementing   service quality management 

  • Strong understanding of the Banking operations, products and services  

  • Knowledge of customer relationship and service quality management.   

  • Ability to identify and interpret consumer and market trend analysis.  

  • Good understanding of customer care service standards or benchmarks.     

  • Strong analytical skills partnered with a creative mind

  • Strong written communication skills are necessary with an emphasis on grammar/ spelling excellence.            

How to Apply

Register using the following LINK and submit your relevant credentials (Uploading relevant credentials that verify educational qualification, work experience licenses, and certifications which are stated on the application form/CV) through this LINK

Note: CV shall not be more than 3 pages and saved in PDF format

Fields Of Study

Marketing

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