Job Expired

company-logo

Senior Quality Assurance Officer-Contact Center

Dashen Bank

job-description-icon

Business

Marketing Management

Addis Ababa

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

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

Related Jobs

4 days left

Forward Logistics Technologies

Social Media Host and Content Creator

Social Media Manager

time-icon

Full Time

2 - 5 yrs

1 Position


Bachelor's Degree or Diploma in Marketing, Business Administration or in a related field of study with relevant work experience Duties & Responsibilities: - Regular all social media content creator. - Host and appear in social media videos (Reels, TikToks, YouTube Shorts, etc.) - Develop creative content ideas aligned with brand goals and audience interests - Plan, script, film, and edit engaging short-form and long-form videos - Collaborate with the marketing and design team to maintain a consistent brand voice - Monitor trends, analytics, and engagement metrics to improve performance - Represent the brand professionally and authentically across platforms.

Addis Ababa

5 days left

ANDEMAMMA Manufacturing PLC

Marketing Officer

Marketing Officer

time-icon

Full Time

5 yrs

3 Positions


BA Degree in Marketing or in a related field of study with relevant work experience Gender: Female Working Hours: Monday to Friday: 2:30 AM – 11:30 AM (Local time) - Saturday: 2:00 AM – 6:00 AM (Local time)

Addis Ababa

8 days left

NIQU SAVING AND CREDIT

Marketing and Sales Specialist

Marketing Officer

time-icon

Full Time

0 yrs

20 Positions


Bachelor's Degree in a related field of study Duties and Responsibilities: - Promoting the association's products and services such as savings accounts and loan options - Membership recruitment and support. Identifying and attracting potential members through active programs and campaigns. - Promote the benefits of saving, borrowing and investing with the association. Coordinate events such as workshops, exhibitions or open days to showcase the association's services. - Enhance the image and reputation of the association through public relations and brand development. - Sales activities: Sell the association's products to members and new customers. - Member education and awareness: Educate members and potential customers about the association's mission, benefits, and offerings. Prepare informational materials such as brochures, flyers, and presentations. - Monitoring and Reporting: Monitor the performance of sales and marketing initiatives against set targets. Prepare reports for management on campaign results, sales figures, and market insights. Suggest insights from reports to refine strategies.

Addis Ababa

13 days left

Alfa Multimedia Service and Alfa Digital

Graphics Designer and Content Creator

Graphic Designer

time-icon

Full Time

2 yrs

1 Position


Bachelor's Degree in Marketing Management or in a related field of study with relevant work experience Duties & Responsibilities: - Brainstorm with operations manager and rest of the team to develop brand Identity representations for Alfa’s digital platforms (digital posters, promotional mockups)  - Develop mockups and other designs to be used to promote Alfa Digital solutions  - Transform concepts to Graphic design to fit in to print and digital marketing solutions required by clients.     - Developing concepts, graphics and layouts for product illustrations and company brand identities.  - Preparing rough drafts of material based on brainstormed ideas - Develop and implement a data-driven digital marketing strategy across various channels, including social media (e.g., TikTok Facebook, Instagram, YouTube and marketplaces), email marketing and SEO - Track and analyze campaign performance using analytics tools, identify trends, and make data-driven recommendations for improvement. - Stay up-to-date on the latest digital marketing trends and technologies. - The DM should be available in the chosen communication channels Note: Additional graphics and content design training is a plus

Addis Ababa

about 6 hours left

Jotun Ethiopia Paint Manufacturing PLC

Marketing Executive

Marketing Officer

time-icon

Full Time

3 yrs

1 Position


Bachelor’s Degree in a related field of study with relevant work experience Duties & Responsibilities: - Develop and implement marketing plans, brand campaigns, and promotional programs. Execute digital communications across platforms, including websites and intranet. - Ensure effective local rollout of brand strategies, product launches, events, and campaigns. - Plan and manage events end-to-end: budgeting, vendor coordination, on-site execution, and evaluation.

Addis Ababa

1 day left

NA Business Ventures

Sales and Marketing Officer

Sales Officer

time-icon

Full Time

3 yrs

2 Positions


Bachelor's Degree in Mechanical Engineering, Marketing Management or in a related field of study with relevant work experience.

Addis Ababa