Head of Analytics and Quality Monitoring of Customer Service at MTS Bank
MTS Bank is looking for a Head of Analytics and Quality Monitoring of Customer Service.
MTS Bank is a digital bank within the MTS ecosystem. They set trends in banking digital transformation and develop next-generation financial services.
What's important:
- Experience in customer service, Call Center
- Analytical mindset
- Willingness to be a "playing leader"
- Higher education
Your responsibilities will include:
- Conducting service audits: listening to calls and evaluating correspondence
- Developing communication guides, Tone of Voice, and client interaction regulations
- Conducting training and regular calibration sessions to ensure uniform standards among operators and quality assurance specialists
- Monitoring the customer journey: analyzing interaction data across all touchpoints (calls, chats, emails) to identify bottlenecks and adjust algorithms
- Evaluating employee performance, including validating the impact of automation (chatbots, CRM, IVR) on service quality
- Collaborating with related departments to eliminate systemic causes of customer dissatisfaction
- Regularly presenting analytics and proposals for service improvement
