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Job Opportunity at Dashen Bank

Dashen Bank invites qualified and competent applicants to apply for the following position. As one of Ethiopia’s largest private banks, Dashen Bank operates a robust network of over 450 branches and maintains a strong reputation for excellence in the financial sector.

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Position: Senior Service Quality Officer

Job Summary:

The Senior Service Quality Officer ensures that the Bank’s services meet or exceed established quality standards. This role involves conducting in-depth analyses, developing quality assurance processes, performing mystery shopping exercises, and implementing strategies to enhance service quality and customer satisfaction.

Qualifications:

Educational Background:

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.

Experience:

A minimum of five (5) years of relevant experience.

Required Competencies:

Behavioral Competency:

Strong interpersonal and cross-cultural skills.
Creativity and innovation.
Action-oriented approach.
Attention to quality and detail.
Professionalism and adherence to Dashen Bank values.
Effective oral and written communication skills.
Critical and analytical thinking.
Customer relationship management skills.
Risk awareness and focus.

Technical Competency:

Proficiency in developing and implementing quality assurance processes for service delivery.
Ability to perform regular audits and monitor compliance with quality standards.
Strong skills in analyzing customer feedback to identify areas for improvement.
Experience fostering a culture of continuous improvement.
Project management skills.