Overview

“Ameriabank CJSC” is looking for a “Service Quality Monitoring Coordinator”.

Responsibilities:


- 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
- 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
- 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

About Ameriabank CJSC

Ameriabank is a corporate bank with integrated investment-banking and a limited number of retail banking services. The united team of Ameriabank and Ameria Group Companies provides individual financial-banking solutions. We carve out paths for improveme