Dashen Bank S.C. Vacancy Announcement

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

📌 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

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.

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

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