Job: Quality and Communication Manager at Ucom LLC Company

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Category:

Type: Permanent, with 3 months of probation period.

Deadline: 15-Jul-18 00:00:00

Salary:

Description
Ucom LLC is looking for a Quality and Communication Manager. The incumbent will assure the high quality of services provided by Customer Care to customers, perform quality monitoring and make improvements by coaching and trainings. He/ she will assure the relevant, timely and full supporting information for the front line staff, be involved in implementation of Customer Care projects and procedures/ processes design.

Responsibilities
- Assure the information quality, timeliness and reliability provided to the staff;
- Assure on time notification to front line staff related to any changes that may affect customers and/or may affect the information requested by customers;
- Keep the knowledge base information up to date, reliable and accurate;
- Act as an interface between Customer Care and other departments for information sharing and requests;
- Organize quality monitoring and take measures to improve it by trainings and coaching;
- Assure communication quality check by all channels (email, web chat, etc.) and product/ processes periodic knowledge check for front line staff;
- Assure timely and complete set of trainings for new employees;
- Organize and coordinate trainings for Customer Care new employees and for existing staff based on need and demand;
- Coordinate Customer Care feedback collection related to new offers;
- Assure the reporting coordination for Customer Care teams;
- Responsible for different events coordination for Customer Care;
- Create and adapt customer related scripts according to the Company's tone of voice and corporate culture;
- Report current activity statuses according to the targeted objectives and performance results to Customer Care Director;
- Hold regularly monthly/ weekly meetings with the staff.

RequiredQualifications
- Higher education;
- About 5 years of work experience in customer service or telecommunication related fields;
- At least 2 years of management/ team leading experience;
- Analytical thinking skills;
- Flexible and innovative personality;
- Attention to details and ability to work under pressure;
- Ability to handle multiple projects and tasks;
- Customer centric personality;
- Organized person with high sense of responsibility and stress resistance;
- Excellent communication and cooperation skills;
- Excellent people management, leadership, coaching and motivation skills;
- Advanced knowledge of MS Office tools (Excel, Word, Power Point);
- Presentation skills;
- Excellent knowledge of Armenian and English languages.

Benefits

Job URL: iJob.am - Quality and Communication Manager @ Ucom LLC