Location: Yerevan, Armenia
Category: Banking, Accounting, Financial
Type: Full Time
Deadline: 02-Jun-19 12:00:00 AM
Salary: Competitive
Description
DEPARTMENT: Service Quality Assurance Service
JOB TITLE: Service Quality Knowledge Base Coordinator
EMPLOYMENT DETAILS:
Full time position, open-ended employment contract
Start date: ASAP
Benefit package applicable to Ameriabank employees
LOCATION: Yerevan, RA
JOB DESCRIPTION: Ameriabank's Service Quality Assurance Service is seeking an experienced professional in service quality assurance with strong communication, project coordination and training skills and experience.
Responsibilities
-Enhancement, support, sustaining and development of Ameriabank's service quality and service culture
-Initiation, launch and implementation of various projects and activities aimed at enhancing the customer service quality, improvement of methodologies, customer service standards and general service principles, such as Service Quality manual, Office standards manual, service quality related training materials, etc. Participate in and/or lead efforts to develop and execute unique and sustainable service quality training and testing programs aimed at improvement of service quality and service standards
-Develop an annual service quality related training schedule, develop training timelines and programs, coordinate with other departments on involvement of speakers
-Develop methodologies, training materials, case studies, FAQ's as well as testing materials, schedule and conduct the training programs, post-training evaluation, testing
-Contribute to Claim / Complaint handling process, including but not limited to: data entry and update of customer queries & complaints in CRM application, serving as primary contact person for complaining customers, complaint investigation within the Bank's departments, discussion of possible solutions, preparation of complaint reply letters and follow-up with the Clients, initiation of internal process improvements, where applicable, aimed at prevention of similar complaints in the future
-If required, visits to branches 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
RequiredQualifications
-University degree in management or finance
-At least 2 years of relevant working experience in consulting firm, a financial institution or a business leadership training company
-Excellent written and oral command of Armenian, Russian and English
-Strong knowledge of business ethics, etiquette and client service specific
Benefits
Job URL: iJob.am - Service Quality Knowledge Base Coordinator @ Ameriabank CJSC
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