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