Quality Coordinator

Short description:

Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to ensure qualitatively operational control and to continuously improve customer satisfaction. Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now!

Main information  

Location: Łódź  

Type of contract: contract of employment, full-time 

Working mode: hybrid

Your responsibilities

• You will be the counterpart of day-to-day exchanges with service providers about quality monitoring. You will analyse the quality monitoring outcome and the feedback we recieve from our customers form different sources (surveys, reviews, etc) to have an overview of our customer insights and decide actions to improve our service and our customer satisfaction. 
• Furthermore, you will support the Quality Manager in the set-up of an international quality framework, creating, updating or improving processes and features.
• With the responsibility to deveop and establish methods for the implementation of a continuous improvement process you will execute quality controls, regular review the quality instruments and stay in contact with different stakeholder. 
• You will also be responsible that KPI targets are met by Service Provider and internally by controlling internal measures on day-to-day business.
• Customer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland.
• If you have a passion for Customer Service, like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape.
• You will work with QlikSense, SAP CRM, Jira.

Our requirements

• You have successfully completed a bachelor's or graduate degree with a business or communication orientation.
• You are experienced in quality management methods and tools as well as customer care processes.  
• You have an excellent understanding of quality processes and the ability to develop ideas and concepts effectively and creatively.
• You have a minimum B2-level English proficiency and a good Office 365 knowledge. 
• You also have strong customer experience skills, so that you know how to improve it by analyzing KPI and deriving measures/actions.
• You have an intercultural mindset and openness and you already worked and collaborated with a team of people of different cultures and backgrounds. Thanks to your interpersonal communication skills, you will be able to understand, integrate, and appreciate the diverse needs and perspectives within the workplace and with external stakeholders.
• You are flexible and have a good stress control, while working in a dynamic and changing international environment, where you will need to adapt quickly to new situations and high-paced, sometimes stressful, rhythms.
• You are a positive and motivated person who approaches challenges with energy and enthusiasm – you are proactive.

What we offer

• Work in an international company.
• Stable employment under an employment contract.
• Co-financing for meals at the office.
• Private medical care package.
• Sports card at an attractive price.
• Life insurance on preferential conditions.
• Other social benefits.
• Seniority awards.