Manager, Contact Center Quality Assurance for Addis Ababa NEW

Manager, Contact Center Quality Assurance for Addis Ababa

External Vacancy

December 25, 2025

Dashen Bank S.C is pleased to announce the following vacancy.

Vacancy Details

Vacancy Number: DB_EX/HO/028/25
Vacancy Posting End Date: 02/01/2026

Job Summary

• Manager, Contact Centre Quality Assurance is responsible for architecting and optimizing communication channels and mediums through which Digital Banking customers reach out to the Bank, establishing and overseeing service quality standards of the digital banking customer service against agreed targets and standards.
• In addition, the role holder is responsible for oversees the monitoring of 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.

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Management Information System, Business Administration and Information Systems, Marketing Management, Accounting & Finance, or other related fields.
• Master’s Degree in Business Administration, Management Information System, Business Administration and Information Systems, Marketing Management, Accounting & Finance, or other related field is an added advantage.
• Bachelor’s/ Master’s Degree in IT related field is an added advantage.
• Professional qualification(s) in Contact Centre Quality Assurance, ICMI Quality Assurance Training, Call Center QA Certification or the equivalent are added advantage

Experience

• Minimum of eight (8) years relevant experience out of which two (2) years at middle management post.

Functional/Technical Competencies

• Customer service excellence: Ability to coordinate to deliver an outstanding contact center service that meets or exceed customer expectation.
• Customer interaction management: Ability to effectively handling customer interactions across multiple channels to resolve queries, provide support and build relationships.
• Case management: Ability to efficiently track, manage, and resolve customer issues, ensuring timely follow-up and effective communication throughout the entire process.
• Trouble shooting: Ability to take an undesired system failures or issue, identify what is causing the service interruption, identify the right function to engage with and then find the appropriate solution collaboratively with the concerned department or service provider.

Leadership Competencies

• Result driven: The ability and commitment to achieve tangible outcomes and deliver measurable results that contribute to the organization’s success
• Coaching: The ability to facilitate the growth, development, and performance improvement of team members through effective guidance, feedback, and support.
• Customer insight: The ability to understand and anticipate the needs, preferences, and behaviours of customers to drive business success. foster collaborations, and maintain partnerships with stakeholders to achieve common goals.
• Partnership engagement: The ability to effectively build and maintain partnerships with various stakeholders to achieve shared goals.
• Service excellence mind-set: Deep commitment to deliver exceptional customer experiences and fostering a culture of service excellence.
• Risk management: ability of leaders to identify, assess, and mitigate potential risks that could impact their organization’s objectives or operations.
• Digital savviness: ability of leaders to effectively leverage digital technologies and tools to drive innovation, efficiency, and growth within the Bank.
• Emotional Intelligence (EI): ability of leaders to understand, manage, and leverage emotions both their own and those of others in order to effectively influence and inspire others.
• Decisiveness: ability to prioritize and effectively allocate resources and make investments decision to enhance accessibility and build organizational capabilities (people, process and technology).

Behavioral Competencies

• Collaboration: Encompasses a range of behaviors, including effective communication, teamwork, dependability, and engagement
• Team Work: Collaborating and communicating in a way that allows team members to share their strengths and expertise and to support each other in achieving their goals.
• Engagement: Active dedication and involvement from individuals or teams in collaborative endeavors, projects, initiatives, the Bank’s platform, culture, CSR initiatives, training programs, and, most importantly, the organization’s mission, vision, and values.
• Communication: Clear and successful exchange of information and ideas between individuals, ensuring a shared understanding.
• Adaptability: Ability to adapt to change without disrupting operations and the ability to adjust to new situations and circumstances.
• Continuous Improvement: Commitment to always finding ways to do things better.
• Agility: Ability to move quickly and easily.
• Responsiveness: Ability to adapt to change and meet new demands quickly.
• Customer Centricity: Understand customers’ needs and meet or seek to exceed their expectations by building long term relationships, adopting data-driven decision making, and engaging in continuously improving processes and methods.
• Relationship: Demonstrate readiness to collaborate, and build sustainable relationship with stakeholders.
• Empathy: Understand and share the feelings, perspectives and experiences of customers.
• Data driven; Consistently utilizing data to drive work and make informed decisions.
• Respect: is the glue that holds teams, organizations, customers together.
• Professionalism: Conducting oneself with competence, integrity, and respect in a work setting.
• Inclusivity: Embracing diversity, respecting unique identities, and fostering belonging.
• Genuineness: Being authentic, sincere, and transparent in interactions, respecting the truth and authenticity.

Place Of Work

• Head Office, Addis Ababa