Senior Service Quality Officer – Dashen Bank
Senior Service Quality Officer – Dashen Bank
- 1 Vacancy
- 12 Views
Experience
5 Year
Employee type
Full TimePosition
Experienced Professional
Offer Salary
Attractive
Job Description
Dashen Bank S.C. is one of the most reputable brands in Ethiopia's domestic banking market. The Bank aspires to become the best-in-class bank in Africa and works in partnership with leading brands in the electronic payments industry.
Job Summary
The Senior Service Quality Officer is responsible for evaluating and ensuring that the Bank's services meet or exceed established quality standards. The position involves developing quality assurance processes, conducting mystery shopping exercises, monitoring service delivery, and implementing strategies to improve service quality and customer satisfaction.
Job Responsibilities
Analyse the quality of banking services to ensure compliance with established standards.
Develop and implement quality assurance processes and service delivery standards.
Conduct regular audits and monitoring of service delivery processes.
Carry out mystery shopping exercises to evaluate customer service.
Analyse customer feedback, complaints, and survey results to identify areas for improvement.
Develop and implement strategies to enhance customer satisfaction.
Promote continuous improvement and quality excellence among service staff.
Ensure service delivery meets customer care standards and benchmarks.
Job Requirements
Academic Qualifications
Bachelor's Degree in Business Administration, Marketing Management, Information Technology, Management, or a related discipline from a reputable university.
Master's Degree in Business Administration, Management, or related fields is an added advantage.
Work Experience
Minimum of 5 years of relevant work experience.
Functional and Technical Competencies
Experience developing and implementing quality assurance processes.
Ability to conduct service delivery audits and monitoring.
Strong analytical skills to evaluate customer feedback, complaints, and surveys.
Knowledge of customer care service standards and benchmarks.
Project management skills.
Ability to promote continuous improvement.
Behavioral Competencies
Strong interpersonal and cross-cultural communication skills.
Creativity and innovation.
Action-oriented approach.
Quality focus and attention to detail.
Professionalism and integrity.
Excellent oral and written communication skills.
Critical thinking and problem-solving abilities.
Self-motivation and commitment to continuous improvement.
Strong customer relationship management skills.
Risk awareness and understanding of regulatory requirements.
Place of Work
Head Office, Addis Ababa.
How to Apply
Interested and qualified applicants should apply online through the official Dashen Bank career portal:
Application Link:https://career55.sapsf.eu/sfcareer/jobreqcareer?jobId=2511&company=dashenbank
Vacancy Number: DB_EX/HO/058/26
Application Deadline: November 22, 2026.
