Target Business Consultants Chief Quality Assurance Officer Jobs in Ethiopia

Target Business Consultants Chief Quality Assurance Officer Jobs in Ethiopia

Job Summary:

The Chief Quality Assurance Officer is responsible for planning, designing standards, conducting research related to tourism services, publishing tourism service indexes, developing web-based tools for tourism services, developing award systems for best practices in tourism services, and monitoring compliance with standards. Assist in developing policies, procedures, and manuals for quality standards in the sector. Build the capacity of establishments and stakeholders based on the gaps identified.

Specific Duties and Responsibilities:

Planning and Management

Design standards that are at par with international standards for the classification/rating of tourist facilities and revise them whenever necessary.

Conduct research and gather information to develop objective benchmarks for understanding service levels, identifying service gaps needing to be addressed, and monitoring service improvement.

Support policies and ensure that strategies address financial inclusion.

Develop a comprehensive baseline for customer service satisfaction in Ethiopia, covering key markets (domestic, African, international, leisure, business travel, and business tourism), including the entire value chain from booking and information provision to travel, accommodation and experiences.

Publish a National Tourism Service Index and a State of Service Excellence Report based on customer satisfaction research.

Introduce a service excellence program and initiatives for accredited trainers in tourism and hospitality.

Develop and introduce a web-based self-assessment tool for measuring service excellence.

Develop guidelines and criteria for an integrated award system that reflects service excellence principles.

Establish a system encouraging organizations to implement internal feedback systems for constant service improvement.

Develop an accessible, easy-to-use tourism consumer feedback system.

Develop and implement national integrated service excellence awards for the tourism value chain.

Identify specific areas in tourism and hospitality that have no standards and assist in developing standards for them.

Provide advisory in all aspects of quality assurance activities related to inspection, registration, monitoring, classification, licensing and other functions.

Support the Quality Assurance and Grading Department in implementing operations that ensure compliance of registered accommodation and other tourism services with statutory requirements.

Assist in assessment programs of tourism establishments to ensure they meet quality procedures, standards and requirements and help them address their shortcomings.

Design Grant programs that would help revitalize sub-standard tourist facilities and service providers.

Perform other duties as requested by the supervisor or management.

Staff Management and development

Develop Training and Capacity building programs for quality assurance experts and grading assessors.

Coach, train and build the capacity of grading assessors and quality assurance experts.

Train interns on quality assurance issues.

Monitoring, Evaluation, Networking

Conducts monitoring and evaluation activities on achievement of

service delivery and other quality standards based on the developed measurement tools and platforms. Analyse customer feedback and produces recommendations.

Identify gaps and redesign systems to ensure that service levels across the industry are adequately inspected and monitored.

Design and initiate Customer Care Programs that incorporate appropriate behavioral changes and cover customer care for all job categories in the tourism value chain.

Build the capacity of establishments and stakeholders based on the gaps identified.

Engage all pertinent stakeholders and facilitate the development of service skills and attitudes to create a service-oriented culture by bringing sustainable changes in behavior in the industry.

Create platforms for information sharing with stakeholders on service excellence-related issues.

Develop and introduce public awareness programs that promote quality services in tourism and hospitality (School competitions, Media campaigns, Developing promotional items for maximum impact, stakeholder engagement through workshops, road shows, conferences, and other mechanisms).

Reporting

Submit monthly, quarterly, and annual reports on performances

Prepare ad-hoc reports as required by the Minster and other executives

Qualifications, Skills & Experience

Education/Training

A minimum MA degree in Tourism and Hospitality Management, Quality Management, Quality Audit, Tourism Management, Tourism Development, or a related field of study.

Experience

At least ten years of experience in quality management, grading and classification, Assessment and regulation, Quality audit and assurance, and quality management of tourism services in senior management positions such as general manager of a hotel and similar service-providing establishments.

Technical and Other Skills and Values

Attention to detail

Critical thinking

An innovative and forward thinker

Strategic thinker

Ethical

Excellent interpersonal relations

Customer focus

Excellent negotiation and mediation skills

A team player

Excellent written and oral communication skills

Problem-solving skills.

How to Apply

Interested applicants should send non-returnable C.V., application letter outlining how their experience and education fit this vacancy in the email address

hr@targetethiopia.com

Your application letter/cover letter must include the following information.

Name of the position you have applied for

Summary of your qualifications and experience

Motivation/objective of why you have applied for the job

Please include at least 3 references from current and former supervisors

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