Quality Control and Information Specialist

About the role

The Customer Care Directorate of Team Telecom Armenia is looking for a Quality Control and Information Specialist. The role focuses on improving the quality of customer care service through training, monitoring and reporting.

Key responsibilities

• Prepare and deliver trainings aimed at improving the quality of customer care service.
• Provide accurate and timely communication to teams in direct contact with customers.
• Control and assess customer communication processes against established standards and evaluation metrics.
• Prepare and submit weekly and monthly reports.
• Introduce and implement new ideas, projects and proposals for quality improvement.
• Hold individual and group meetings to identify gaps and discuss solutions.

Required profile

• University degree.
• At least 2 years of experience in a relevant field.
• Experience in customer care and service is a plus.
• Fluency in Armenian and English; knowledge of Russian is a plus.

Required skills

• Advanced use of MS Office tools (Excel, Word, PowerPoint).
• Excellent written and verbal communication and interpersonal skills.
• Ability to conduct training sessions and to make independent decisions.
• Analytical mindset, stress resistance and conflict management skills.