ԴՐՈւՅՔ՝ 
Full-time
ԱՇԽԱՏԱՆՔԻ ՆԿԱՐԱԳԻՐ՝ 
Ameriabank's Client Relationship Management (CRM) Unit is seeking an experienced specialist in service quality assurance and project management with strong communication, project coordination and training skills and experience for the position of Service Quality Projects Coordinator, who will be able to spend 50% of the entire work time in Regional Branches and Agent companies for conducting Service Quality Monitoring and Trainings.
ՊԱՐՏԱԿԱՆՈւԹՅՈւՆՆԵՐ՝ 
- Responsible for enhancement, support, sustaining and development of Ameriabank's service quality and service culture;
- Responsible for initiation, launch and implementation of various projects and works aimed at enhancing the customer service quality, improvement of methodologies, customer service standards and general service principles, such as Mystery shopping, Service Quality manual, Office standards, etc.
Claim and Complaint Handling (Head Office):
- Coordinate claim/ complaint handling process, including but not limited to: entering data and update of customer queries and 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.
Service Quality Monitoring Project Management (Head Office):
- Coordinate Service Quality Monitoring projects, including: develop and write methodologies, requests for proposals, coordinate tender process and selection of winning bidders, negotiation of project-related agreement terms; definition of mystery shopper profiles, scenarios, timetable; training of mystery shoppers, analysis of materials received, preparation of detailed reports and recommendations, as well as action plans following the recommendations aimed at enhancement of service quality.
Service Quality Enhancement projects and works (Head Office):
- Participate in and/ or lead efforts to develop and execute unique and sustainable service quality training and testing programs;
- Assist in developing methodologies, training materials, case studies, FAQ's as well as testing materials, schedule and conduct the training programs, post-training evaluation, testing.
Regional Branches and Agency Companies Monitoring (Regions of Armenia and Karabagh):
- Regularly visit the regional branches and agency companies to conduct service quality monitoring, identify gaps in customer service quality, possible reasons, identify and propose solutions and action plans and help turn those goals into tangible deliverables including projects and detailed proposals with requirements specifications, deliverables, project plans, post-project activities;
- Prepare regular Monitoring reports, which shall include statistical as well as analytical data, identified risks and proposed solutions.
ԱՆՀՐԱԺԵՇՏ ՈՐԱԿԱՎՈՐՈՒՄՆԵՐ՝ 
- University degree in Management;
- At least 3 years of relevant working experience in a consulting firm, financial institution or a business leadership training company;
- Proficiency in MS Office;
- Excellent written and oral command of Armenian, Russian and English languages;
- Ability to travel up to 50% of time in Armenia and Karabakh;
- Strong knowledge of business ethics, etiquette and client service specifics;
- Ability to multitask;
- Courteous manners and commitment to work; strong sense of responsibility.
ԴԻՄԵԼՈւ ԿԱՐԳԸ՝ 
All interested and qualified candidates are welcome to complete the attached application form, attach the CV at their discretion, and email it to: **.**@**********.** . Please indicate the position title ("Service Quality Projects Coordinator, Client Relationship Management Unit") in the subject line of the email. Only shortlisted candidates will be invited for written test followed by an interview.
Խնդրում ենք Ձեր դիմում-նամակում հստակ նշել, որ այս հնարավորության մասին տեղեկացել եք Կարիերայի կենտրոնի վեբ-կայքից և նշեք կայքի հղումը՝ www.careercenter.am։ Շնորհակալություն.
ԱՇԽԱՏԱՎԱՐՁ՝ 
Highly competitive, plus package of benefits, including but not limited to annual bonus, insurance, preferential terms for banking services, training and development opportunities, individual professional development plan.
ԿԻՑ ՓԱՍՏԱԹՂԹԵՐ՝
Application Form