Requirements

🔧 Key responsibilities:

• Monitoring service quality;
• Conducting calibration sessions;
• Analyzing the causes of errors;
• Preparing recommendations for call center managers;
• Analyzing customer complaints;
• Preparing analytical reports;
• Participating in operator training;
• Developing the quality control system.

✅ Why You’re the Perfect Fit for This Position:

• A college degree (preferably in economics, management, finance, or administration);
• At least 3–5 years of experience working in a call center, including at least 2 years in a customer service quality control department and at least 1 year in a managerial position;
• Practical experience in building or developing a customer service quality assessment system, as well as in developing assessment methodologies, checklists, procedures, and service standards;
• Knowledge of key contact center performance metrics (SLA, FCR, CSAT, NPS, Service Level, AHT, etc.), principles of customer service quality assessment, and conducting calibration sessions;
• Experience analyzing customer inquiries, preparing analytical reports, and developing recommendations to improve service quality;
• Proficiency in Microsoft Excel; knowledge of Power BI, CRM systems, and contact center platforms (Webitel, Creatio, Cisco, etc.) is a plus;
• Strong analytical skills, systematic thinking, keen attention to detail, objectivity, excellent communication and organizational skills, the ability to handle objections, and the ability to build effective relationships with other departments

We Offer:

• An opportunity to become part of an international bank;
• A collaborative and dynamic team environment;
• Opportunities for professional growth and the implementation of your ideas;
• Employment in accordance with the Labour Code of the Kyrgyz Republic;
• Competitive salary package;
• Voluntary medical insurance;
• Modern office located in the city center;
• Standard working schedule: Monday to Friday (5/2), office-based position.