What we offer?!

• International, experienced, and friendly team
• Comfortable working environment
• Development opportunities
• Competitive remuneration and benefits
• Health insurance for you and your immediate family
• Promotion of professional development
• Support of line manager and team members

What are the major duties and responsibilities of the position?!

• Cooperate with the Service Quality Analyst in the evaluation of customer contacts and interactions (call, chat, messenger, email) through established quality standards. Participate in the implementation and improvement of assessment standards
• Implement team members written or verbal feedback, assist operators and newcomers in their day-to-day work in a high-quality manner, analyze communication and competence details and suggest the best quality standards
• Manage Knowledge Base under the guidance of a Service Quality Analyst, adapt for internal use existing procedures/standards, and give descriptions of programs. Evaluate and test existing/new banking programs upon request. Simplify and optimize inbound processes
• Assist the Service Quality Analyst in customer experience issues investigation. Take part in analyzing service incident data, customer problems, and complaints. Prepare periodical reports upon the request of Service Quality Analyst
• Get involved in creating and conducting training and testing material. Create scripts that ensure customer service is simple and exhaustive

What are the qualifications of this position?!

• Work Experience: At least 2 years of work experience in the banking sector or customer service; At least 2 years of work experience in a Call Center; Work experience in the customer service/ service quality will be considered an advantage
• Education: Bachelor's degree in business administration, psychology, or related fields
• Languages: Perfect knowledge of Georgian language; Knowledge of English at least (B2-Upper-Intermediate) level; Knowledge of other languages will be considered an advantage
• Technical knowledge: Proficient MS Office skills, particularly Excel

What are the necessary skills for the position?!

• High work ethics and respect for others
• Quality & Efficiency
• Ownership & Target Orientation
• Communications & Building Working Relations
• Initiative & Innovation
  
  

Only shortlisted candidates will be contacted. We wish you good luck!