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Ad title:
Senior Service Quality Specialist
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PASHA Bank
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Published: 24 June
/ Deadline: 10 July
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PASHA Bank is pleased to announce an opening for the position of Senior Service Quality Specialist.
Location: Tbilisi, Head Office
Position Type: Full Time
Department: Customer Service Department
Application Deadline: July 10, 2025
This might be your best chance! Join us on our road to new heights!
What we offer:
** Ability to work and grow in the international environment
** Friendly and supportive team
** Competitive compensation and benefits package with flexible working conditions
** Support in learning and development
** Openness to innovative approaches
Major Duties and Responsibilities:
** Assess service quality through customer surveys and evaluate interactions (calls, chats, emails, etc.) based on internal standards;
** Provide detailed feedback and reports to support continuous improvement;
** Contribute to the development and optimization of quality assessment standards and KPIs;
** Support teams in improving customer satisfaction and overall service delivery;
** Manage and update internal Knowledge Base and simplify procedures for better usability;
** Test and evaluate new/existing banking systems and recommend enhancements;
** Handle customer complaints and service incidents, conduct root-cause analysis, and suggest process improvements;
** Lead team planning and execution, offering guidance and mentorship to ensure high performance;
** Create training materials and customer service scripts to ensure clarity and consistency;
** Foster a culture of accountability, teamwork, and continuous improvement.
Qualifications Required:
** Education: Bachelor`s degree (mainly business administration and psychology fields);
** Work Experience: 3+ years of experience in banking or customer service;
** Languages: Fluent knowledge of the Georgian language, Good knowledge of the English language;
** Technical knowledge and skills: Proficient MS Office skills, particularly Excel.knowledge of Russian;
** Technical knowledge and skills: Knowledge of Civil Code of Georgia, Law of Georgia on Activities of Commercial Banks; other banking regulations; Good legal writing skills; Contract drafting; Intermediate-level knowledge of Microsoft Office Programs.
Skills and Competencies Required:
** Ability to multi-task and prioritize workload;
** Ability to cooperate with the team in a positive manner;
** Strict attention to details and accuracy;
** Problem-solving capabilities;
** Analytical and critical thinking skills;
** High degree of initiative;
** Ability to work independently, good organizational skills;
** Effective verbal and written communication skills;
** Strong interpersonal skills.
Interested candidates are kindly requested to send their resume to the following email address: career@pashabank.ge . Please indicate the position title in the subject line of the email.
Only shortlisted candidates will be contacted. We wish you good luck.
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