Service Quality Monitoring Coordinator

Job description

Ameriabank’s Service Quality Assurance Service is seeking a Service Quality Monitoring Coordinator for enhancement, support, sustaining and development of Ameriabank’s service quality and service culture.

Job responsibilities

Monitoring of Branches (Yerevan and Regional branches)

• Regular visits to branches in Yerevan and regions to conduct service quality monitoring, identify gaps in customer service quality, possible reasons, identify and propose solutions and action plans to help turn those goals into tangible deliverables including projects and detailed proposals with requirement specifications, deliverables, project plans, post-project activities,
• Preparation of regular Monitoring reports, which shall include statistical as well as analytical data, identified risks and proposed solutions,
• Other duties as assigned.

Service Quality Enhancement Projects and Activities

• Identify and present gaps in service quality process, propose solutions and improvements,
• Participate in Contact Center monitoring projects by monitoring phone call records, prepare Contact Center monitoring reports,
• Coordinate Mystery Shopping project, including but not limited to revision and monitoring of Mystery Shopping reports, development of scenarios and situations for the mystery shoppers,
• Assist in preparation of NPS/CEI reports and analysis of phone calls and bulk data,
• Participate in various other service quality enhancement projects of the Bank,
• Other duties as assigned.

Claim and Complaint Handling

• Contribute to claim/complaint handling process, including but not limited to data entry and update of customer queries & complaints in CRM system; coordinate the process of client follow up if applicable, complaint investigation within the Bank’s departments, discussion of possible solutions,
• Prepare responses to complaints,
• Initiate internal process improvements, where applicable, aimed at prevention of similar complaints,
• Other duties as assigned.

Required qualifications

• University degree in Management, Finance or Social sciences
• At least 1 year of relevant work experience in financial institution
• Excellent written and oral command of Armenian, Russian and English
• Strong knowledge of business ethics, etiquette and client service specifics
• Strong communication skills and thorough understanding of customer service principles and standards are key requirements for the position
• Driving license and personal car are a plus.

Additional information

REMUNERATION: Package of benefits for Ameriabank employees, including annual bonus, insurance, preferential terms for banking services, training and development opportunities, individual professional development plan, etc.

Only shortlisted candidates will be invited to the interview.