The Senior Service Quality Officer is responsible for doing in-depth analysis the Bank’s services meet or exceed established quality standards. In addition, the role holder is responsible for developing quality assurance processes, standards, conduct mystery shopping exercises, and implementing strategies to enhance service quality and customer satisfaction.

About You

Academic & Professional Qualification 

• Bachelor’s Degree in Business Administration, Marketing Management, Information Technology, Management or related discipline from a reputable university.
• Master’s Degree in Business Administration, Management or related fields is added advantage.

Experience

• Minimum of five (5) years relevant experience

Required Behavioral Competency

• Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.
• Creativity and innovation skills.
• Action oriented.
• Quality focus and attention to detail.
• Professionalism and integrity in line with Dashen Bank values.
• Good oral and written communication skills.
• Critical and analytical thinking and problem solving skills.
• Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skills (internal and external customers).
• Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements

Required Technical Competency

• Experience in developing and implementing comprehensive quality assurance processes for service delivery.
• Ability to conduct regular audits and monitoring of service delivery processes to ensure compliance with quality standards.
• Ability to analyse customer feedback, complaints, and surveys to identify trends and areas of service improvement.
• Foster a culture of continuous improvement and quality excellence among service staff.
• Good understanding of customer care service standards or benchmarks.
• Project management skills.