Jobs and Careers

JOB DESCRIPTION: 

Ucom LLC is looking for a Quality and Communication Manager. The incumbent will assure the high quality of services provided by Customer Care to customers, perform quality monitoring and make improvements by coaching and trainings. He/ she will assure the relevant, timely and full supporting information for the front line staff, be involved in implementation of Customer Care projects and procedures/ processes design.

RESPONSIBILITIES: 

- Assure the information quality, timeliness and reliability provided to the staff;
- Assure on time notification to front line staff related to any changes that may affect customers and/or may affect the information requested by customers;
- Keep the knowledge base information up to date, reliable and accurate;
- Act as an interface between Customer Care and other departments for information sharing and requests;
- Organize quality monitoring and take measures to improve it by trainings and coaching;
- Assure communication quality check by all channels (email, web chat, etc.) and product/ processes periodic knowledge check for front line staff;
- Assure timely and complete set of trainings for new employees;
- Organize and coordinate trainings for Customer Care new employees and for existing staff based on need and demand;
- Coordinate Customer Care feedback collection related to new offers;
- Assure the reporting coordination for Customer Care teams;
- Responsible for different events coordination for Customer Care;
- Create and adapt customer related scripts according to the Company's tone of voice and corporate culture;
- Report current activity statuses according to the targeted objectives and performance results to Customer Care Director;
- Hold regularly monthly/ weekly meetings with the staff.

REQUIRED QUALIFICATIONS: 

- Higher education;
- About 5 years of work experience in customer service or telecommunication related fields;
- At least 2 years of management/ team leading experience;
- Analytical thinking skills;
- Flexible and innovative personality;
- Attention to details and ability to work under pressure;
- Ability to handle multiple projects and tasks;
- Customer centric personality;
- Organized person with high sense of responsibility and stress resistance;
- Excellent communication and cooperation skills;
- Excellent people management, leadership, coaching and motivation skills;
- Advanced knowledge of MS Office tools (Excel, Word, Power Point);
- Presentation skills;
- Excellent knowledge of Armenian and English languages.

APPLICATION PROCEDURES: 

Interested candidates who meet the requirements above and are confident that their background and experience qualify them for the position, are welcome to send resume to: ******@****.** , mentioning the position title ("Quality and Communication Manager") in the subject line of the email.

Please clearly mention in your application letter that you learned of this announcement through Career Center and mention the URL of its website - www.careercenter.am. Thanks.