Service Quality Knowledge Coordinator

Ameriabank CJSC

- Training needs assessment - Preparation, revision and constant improvement of service quality related training materials - Coordination and leading of the training process - Other duties as assigned - Preparation of quiz and case study materials - Timely circulation of case studies and quizzes - Analysis of the results - Other duties as assigned - Revision and provision of feedback for the assigned internal acts - Initiation of improvements in internal acts, when applicable - 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 - Preparation of responses to complaints - Initiation of internal process improvements, where applicable, aimed at prevention of similar complaints - Other duties as assigned

- University degree in management, finance or social sciences - At least 1 year of relevant work experience in 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 specifics - Strong communication, analytical skills and thorough understanding of customer service principles and standards are key requirements for the position

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