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 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

How to Apply

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

Note: Female applicants are highly encouraged to apply!