Job Expired
Senior Quality Assurance Officer-Contact Center
Dashen Bank
Business
Marketing Management
Addis Ababa
5 years
1 Position
2022-10-10
to
2022-10-13
Marketing
Full Time
Share
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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