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Senior Service Quality Specialist

Location: Tbilisi, Head Office
Position Type: Full Time                                          
Department: Customer Service Department
Application Deadline: May 20, 2025

This might be your best chance! Join us on our road to new heights!
 

What we offer:

  • Ability to work and grow in the international environment
  • Friendly and supportive team
  • Competitive compensation and benefits package with flexible working conditions
  • Support in learning and development
  • Openness to innovative approaches
     

Major Duties and Responsibilities:

  • Assess service quality through customer surveys and evaluate interactions (calls, chats, emails, etc.) based on internal standards;
  • Provide detailed feedback and reports to support continuous improvement;
  • Contribute to the development and optimization of quality assessment standards and KPIs;
  • Support teams in improving customer satisfaction and overall service delivery;
  • Manage and update internal Knowledge Base and simplify procedures for better usability;
  • Test and evaluate new/existing banking systems and recommend enhancements;
  • Handle customer complaints and service incidents, conduct root-cause analysis, and suggest process improvements;
  • Lead team planning and execution, offering guidance and mentorship to ensure high performance;
  • Create training materials and customer service scripts to ensure clarity and consistency;
  • Foster a culture of accountability, teamwork, and continuous improvement. 
     

Qualifications Required:

Education: Bachelor's degree (mainly business administration and psychology fields);
Work Experience: 3+ years of experience in banking or customer service;
Languages: Fluent knowledge of the Georgian language,Good knowledge of the English language;
Technical knowledge and skills: Proficient MS Office skills, particularly Excel.


Skills and Competencies Required:

  • Ability to multi-task and prioritize workload;
  • Ability to cooperate with the team in a positive manner;
  • Strict attention to details and accuracy;
  • Problem-solving capabilities;
  • Analytical and critical thinking skills;
  • High degree of initiative;
  • Ability to work independently, good organizational skills;
  • Effective verbal and written communication skills;
  • Strong interpersonal skills.

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

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