Overview

Digitain LLC is looking for a Service Quality Monitoring Specialist.

Responsibilities:
  • Monitor and assess the quality of service provided by staff within the Service
Management Department
  • Conduct service evaluations using predefined assessment criteria
  • Analyze both quantitative and qualitative data to identify areas for improvement in
service quality and operational procedures
  • Maintain ongoing communication with service personnel; facilitate regular sessions
aimed at skill enhancement and service improvement
  • Initiate and lead process improvement initiatives focused on elevating service
standards
  • Develop and conduct knowledge assessments for both new hires and existing
employees
  • Prepare and maintain up-to-date training materials covering company products,
features, and procedures
  • Design and implement training sessions and workshops tailored to team needs
  • Regularly review and update templates, scripts, and other service delivery materials to
ensure relevance and accuracy
  • Provide mentorship and support to employees undergoing probation, including creating
development plans, assigning tasks, monitoring progress, and taking necessary followup
actions
  • Execute additional tasks and responsibilities as assigned by the direct supervisor or
inherent to the position.
Required Qualifications:
  • Bachelor's degree
  • 2+ years of relevant experience
  • Knowledge of Armenian, English and Russian languages
  • Excellent verbal and written communication skills
  • Strong understanding of professional conduct in the workplace
  • High level of integrity and accountability in work execution
  • Proactive and self-motivated approach to tasks and challenges
  • Strong reasoning skills and persuasive communication abilities
  • Exceptional accuracy and keen attention to detail
  • Creative, flexible, and analytical thinking
  • Effective time management and prioritization capabilities
  • Ability to manage multiple tasks and deadlines simultaneously
  • Strong team collaboration and interpersonal skills
  • Skilled in mentoring, guiding, and sharing knowledge and expertise
  • Willing and able to provide support and contribute to team success
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