Customer Experience and Service Quality Assurance Specialist

About the role

We are looking for a Customer Experience and Service Quality Assurance Specialist to lead our Mystery Shopping projects, analyse customer touch‑points and drive continuous improvement across service channels.

Key responsibilities

• Design, launch and manage Mystery Shopping initiatives, including team coordination and quality monitoring.
• Analyse interactions across phone, online platforms and sales processes to identify pain points.
• Conduct QA checks, document deviations and produce fact‑based reports.
• Participate in CX assessments, audits and research projects, including usability testing.
• Support field studies, customer interviews and on‑site observations when required.

Required profile

• University degree.
• Minimum 2 years experience in customer service or related fields.
• Strong interest in Customer Experience (CX) and Quality Assurance.
• Fluent in Armenian, Russian and English.
• Detail‑oriented with analytical thinking and a knack for uncovering cause‑effect relationships.

Required skills

• Proficiency with Excel or Google Sheets.
• Ability to create visual reports using Canva.

What we offer

• Opportunity to work on real projects and develop new expertise.
• Collaboration with businesses from diverse sectors.
• Growth in emerging CX, QA and Customer Journey fields.
• Supportive, health‑focused team environment.