Service Quality Monitoring Coordinator

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…
• 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

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