Dashen Bank invites qualified and experienced applicants for the following position:
đź“Ś Position: Manager, Contact Center Quality Assurance
đź“Ť Place of Work: Head Office, Addis Ababa
đź“… Vacancy No: DB_EX/HO/028/25
đź—“ 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
How to Apply:
Interested applicants can apply through the link below:
đź”— Apply Here:
https://career55.sapsf.eu/sfcareer/jobreqcareer?jobId=1609&company=dashenbank
For Enquiries/Support:
đź“ž 011-5-18-03-54
đź“ž 011-5-18-03-55
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