Quality Assurance Officer

Job Description

Quality Assurance Officer

Duty Station: Addis Ababa

DB/ Vacancy-0022/23

Job Summary       

·         The Quality Assurance Officer partakes in designing and owning the quality assurance framework including setting service quality standards and monitoring the Bank’s services  against agreed targets and standards. He/she also collects customer opinions and suggestions and follows up to ensure remedial measures are taken for opinion and complaints.

Job Requirement

Academic & Professional Qualification

• Bachelor 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 four (4) years’ post qualification experience similar role in a medium or large size private organisation.

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.