Position 1 : Quality Assurance Officer-Contact Center
Job Description
Quality Assurance Officer-Contact Center
Place of work- Addis Ababa
DB/ Vacancy-0217/22
Job Summary
The Quality Assurance Officer-Contact Center is responsible for implementing quality assurance tools, and 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.
Job Requirements
Academic & Professional Qualification
Bachelor Degree in Marketing, Communications, Public Relations, Digital/Online Marketing, Customer Experience and/or related fields.
Experience
At least four (4) years’ experience in 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 digital/online/social media strategy, audience management and analytics.
· Online and internet/intranet tools proficient.
· Understanding of the Banking operations, products and services
· Knowledge of customer relationship and service quality management
· Good understanding of customer care service standards or benchmarks. Strong written communication skills are necessary with an emphasis on grammar/ spelling excellence.
How to Apply
1. Interested and qualified applicants should apply through
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).
NB. *Applicants who do not have ethiojobs account need to register using personal email account,
*CV‘s shall not be more than 3 pages and saved in PDF format (mandatory
NB: – Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.
· Female applicants are highly encouraged to apply
Position 2 : Senior Quality Assurance Officer-Contact Center
Job by Dashen Bank S.C
Senior Quality Assurance Officer-Contact Center
Place of work- Addis Ababa
DB/ Vacancy-0216/22
Job Summary
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 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’ experience in 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 conceptualising 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 mindStrong written communication skills are necessary with an emphasis on grammar/ spelling excellence.
How to Apply
1. Interested and qualified applicants should apply through
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).
NB. *Applicants who do not have ethiojobs account need to register using personal email account,
*CV‘s shall not be more than 3 pages and saved in PDF format (mandatory
NB: – Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.
· Female applicants are highly encouraged to apply
The Senior Contact Center Agent is responsible for responding to customer requests/inquiries via social media platforms (Facebook, Twitter, LinkedIn, etc.), providing online chat support, evaluating customer issues and complaints, and providing appropriate solutions or escalating the issue to the concerned work units in the Bank. In addition, the role holder is responsible for ensuring quality customer service is maintained as per the established service standards at all times by taking care of escalated customer enquiries from Contact Centre Agent and making continuous follow-ups to resolve customer issues.
Job Requirements
Academic & Professional Qualification
Bachelor’s degree in Marketing Management, Business Administration, Management, Accounting, Banking, finance or related fields.
Professional qualification(s) in Customer Service or Marketing e.g. CIM
Fluency in English (speaking and writing) is required.
Experience
At least five (5) years’ relevant experience
Behavioral Competency
Interpersonal and cross cultural skills, including ability to build collaborative relationship with sensitivity to diversity/inclusion.
Creativity and innovation skill
Action oriented
Quality focus and attention to detail
Professionalism and integrity in line with Dashen Bank Values
Good oral and written communication skills
Personal motivation drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
Good customer relationship management skill (internal & external)
Risk awareness and focus-demonstrates understanding of risk management practice, standards and regulatory requirements.
Required Technical Competency
Knowledge of customer relationship and service quality management.
Good understanding of customer care service standards or benchmarks.
Knowledge of Banking product and and services.
Ability to lead, influence and drive change initiatives in support of business strategies within the department/unit.
Knowledge of customer relationship and service quality management.
Knowledge and experience in modern sales and marketing practices in financial services industry.
Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service.
Project management skills.
How to Apply
1. Interested and qualified applicants should apply through
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).
NB. *Applicants who do not have ethiojobs account need to register using personal email account,
*CV‘s shall not be more than 3 pages and saved in PDF format (mandatory
NB: – Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.
· Female applicants are highly encouraged to apply
Position 4 : District Digital Banking Manager for Wolaita District Office
Job Description
District Digital Banking Manager for Wolaita District Office
Place of work- Wolaita Sodo
DB/ Vacancy-0225/22
Job Summary
The District Digital Banking Manager is responsible for acquiring, developing, and retaining digital business users by implementing the Bank’s policies, procedures, projects, and marketing strategies for successful presence across all market segments and ensuring sustainable market share and high profitability. In addition, the role holder is responsible for regulatory compliance, business continuity, alternate channels portfolio management and control, expense management, and budgeting/forecasting.
Job Requirements
Academic & Professional Qualification
Bachelor Degree in Business Administration, Economics, Accounting, Management, Banking, Finance or other related fields.
Experience
Minimum of eight (8) years relevant experience
Behavioral Competency
Strong leadership and skills to foster teamwork; develop and motivate staff, resolve conflicts as well as ability to provide direction, guidance, momentum and vision in order to achieve organizational objectives.
Demonstrated business acumen – able to create strategy and actions that impact business success.
Strong communication and presentation skills including ability to develop proposals, concept papers, position papers as well as write reports and prepare relevant publications.
High level interpersonal and cross-cultural skills, including ability to build alliances and collaborative relationships with sensitivity to diversity.
Strong expertise in strategic management project planning and budgeting, resource management, implementation as well as monitoring and evaluation.
Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.
Strategic thinking and problem-solving skills.
Analytical and creative thinking skills.
Strong persuasion and negotiation skills.
Strong business acumen / business orientation.
Good customer relationship management skills (internal and external customers)
Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.
Effective stakeholder management.
Required Technical Competency
Knowledge of customer relationship and service quality management.
Good knowledge on the end to end processes of card processing and management.
Exposure to payment switch and card management switch.
Updated knowledge on international digital banking trends. Experience in identifying target audiences and devising effective campaigns
Excellent understanding of the full marketing mix
Exposure to developing mobile and internet banking products.
Experience working cross-functionally to develop new ideas and products.
High-level understanding of applications used in the organisation’s industry.
A deep and wide understanding of ICT financial delivery systems
Demonstrate a keen understanding of industry trends and their implications for the Bank as well as events in fast-paced markets.
Good knowledge of banking regulations.
Adequate knowledge of Banking and finance (local and international).
Project management skills.
How to Apply
1. Interested and qualified applicants should apply through
2. Applicants should fill all the details on the vacancy application form and make sure you submit after completing all the questions.
3. Finally, please scan all relevant credentials (Uploading relevant credentials that verifies educational qualification, work experience licenses, certifications …. etc which are stated on the application form /CV).
3. Login to ethiojobs vacancy application website and attach the scanned documents in PDF format (*mandatory).
NB. *Applicants who do not have ethiojobs account need to register using personal email account,
*CV‘s shall not be more than 3 pages and saved in PDF format (mandatory
NB: – Dashen Bank does not charge a fee at any stage of the recruitment process. Hence, if you are asked for any please refuse.
· Female applicants are highly encouraged to apply
