MTS Bank is the digital bank of the MTS ecosystem. We are setting trends in banking digital transformation and developing next-generation financial services
What is important to us:
- experience in customer service, call center
- analytical mindset
- readiness to be a "player-coach"
- higher education
You will:
- conduct service audits: listen to calls and evaluate correspondence
- develop communication guides, Tone of Voice, and customer interaction regulations
- conduct training and regular calibration sessions to ensure unified standards among operators and auditors
- monitor the customer journey: analyze interaction data from all touchpoints (calls, chats, emails) to identify bottlenecks and adjust algorithms
- evaluate employee performance, including validating the impact of automation (chatbots, CRM, IVR) on service quality
- work with related departments to eliminate systemic reasons causing customer dissatisfaction
- regularly present analytics and proposals for service improvement
