Service Quality Management Specialist

Role description:

Evoca is seeking a Service Quality Management Specialist who will be responsible for monitoring adherence to service culture and standards, managing customer complaints and suggestions, as well as supporting the implementation of measures aimed at enhancing service quality.

What will you gain?

We are committed to ensuring everyone can flourish in their roles by creating a working environment that supports wellbeing and provides a generous benefits package, a wide range of career and personal development opportunities. By joining Evoca, you will get:

• health insurance;
• travel insurance;
• favorable terms of Evoca products and services;
• holiday and year-end bonuses;
• bonuses on marriage, birth of a child;
• paid days off;
• sport package;
• English language trainings;
• large opportunities for continuous learning and development (participation in international conferences, business trips abroad, opportunities to get international certifications and study in top universities worldwide).

What will you be doing?

• new employee knowledge assessment and evaluation upon completion of the probation period (Info Consultant, Teller, Contact Center Specialist and etc...);
• monitoring adherence to service standards and culture, as well as conducting ongoing monitoring and audits;
• conducting branch visits;
• reviewing and auditing Contact Center phone calls based on customer feedback and ratings;
• managing and responding to customer complaints and suggestions;
• registration, review, and preparation of draft responses to official and unofficial complaints for submission to the Head of Division;
• analyzing root causes of complaints, submitting resolution proposals, and assigning action items to relevant departments as needed;
• performing other tasks assigned by the Head of Division.

What skills are we looking for?

• higher education in economics or finance;
• at least two years of work experience in the banking/financial sector;
• strong proficiency in AS-Bank and MS Office programs;
• ability to work effectively in a team, high level of professionalism and responsibility;
• excellent command of English and Russian.

Please send your CV to [email protected] by indicating "Service Quality Management Specialist" in the subject line of the e-mail.