Dashen Bank S.C. Vacancy Announcement

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Dashen Bank invites qualified and experienced applicants for the following position:

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📌 Position: Manager, Contact Center Quality Assurance

📍 Place of Work: Head Office, Addis Ababa
📅 Vacancy No: DB_EX/HO/028/25
🗓 Application Deadline: January 2, 2026

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Job Summary:

The Manager, Contact Centre Quality Assurance is responsible for designing and optimizing communication channels for Digital Banking, ensuring service quality standards, monitoring digital channel performance, evaluating service delivery, and recommending improvements for better customer satisfaction.

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Qualification & Experience Requirements

Education:

• Bachelor’s Degree in:
  Business Administration, MIS, Business & Information Systems, Marketing Management, Accounting & Finance or related fields
• Master’s Degree in the above fields is an added advantage
• Bachelor’s/Master’s Degree in IT-related field is advantageous
• Certifications such as Contact Centre QA, ICMI QA, Call Center QA certification are added advantages

Experience:

• Minimum 8 years relevant experience
• At least 2 years in middle management role

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Required Competencies

Technical/Functional Competencies:

• Customer Service Excellence
• Customer Interaction & Case Management
• Troubleshooting & Service Issue Resolution
• Digital Channel Monitoring and Performance Evaluation

Leadership Competencies:

Result-driven • Coaching • Customer Insight • Partnership Engagement • Service Excellence Mindset • Risk Management • Digital Savviness • Emotional Intelligence • Decisiveness

Behavioural Competencies:

Collaboration • Teamwork • Communication • Adaptability • Continuous Improvement • Responsiveness • Customer Centricity • Empathy • Data-Driven Decision Making • Professionalism • Inclusivity • Respect

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How to Apply:

Interested applicants can apply through the link below:

🔗 Apply Here:
https://career55.sapsf.eu/sfcareer/jobreqcareer?jobId=1609&company=dashenbank

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For Enquiries/Support:

📞 011-5-18-03-54
📞 011-5-18-03-55
📞 011-5-18-09-18