Conducts quality assurance evaluations and audits of customer interactions across calls, email, and chat. Analyzes CSAT, DSAT, and quality trends, performs root cause investigations, coaches frontline advisors, and supports process improvements. The role prepares reports, leads case reviews and calibration sessions, ensures compliance with client standards, and presents actionable insights to internal and external stakeholders. Requires Polish and English proficiency and is onsite in Katowice.
Job Title:
Quality Evaluator with Polish and EnglishJob Description
The Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.Quality & Performance Support
- Conduct quality assurance (QA) evaluations and audits to ensure adherence to client and operational standards.
- Analyze quality performance, customer satisfaction (CSAT), and dissatisfaction (DSAT) trends through root cause analysis (RCA) and deep-dive investigations.
- Monitor quality metrics and identify opportunities for continuous improvement.
- Partner with Operations teams to review backlogs, identify quality risks, and support resolution strategies.
- Deliver coaching sessions and feedback to advisors to improve performance and service quality.
- Provide quality-focused floor support and guidance to frontline teams.
- Conduct process reviews and recommend improvements to enhance customer experience and operational efficiency.
- Lead daily case reviews, scrubbing activities, and case classifications.
- Perform regular quality checks and compliance reviews.
- Support onboarding and training programs by facilitating quality sessions for new hires.
- Facilitate regular quality and CSAT improvement meetings with key stakeholders.
Client & Cross-Functional Engagement
- Serve as the primary point of contact for all quality-related matters with the client.
- Participate in and prepare for calibration sessions with Operations, Program Management, and client stakeholders.
- Conduct monthly evaluation audits and present findings to internal and external stakeholders.
- Support new product launches and business initiatives from a quality assurance perspective.
- Collaborate closely with Continuous Improvement Managers and cross-functional teams to drive performance enhancements.
- Support the implementation of client-requested changes to quality monitoring frameworks, evaluation criteria, and operational standards.
Reporting, Compliance & Continuous Improvement
- Prepare and maintain regular and ad hoc reports on quality, customer satisfaction, compliance, and operational performance.
- Monitor audit completion rates and ensure timely execution of all quality activities.
- Document audit findings, corrective actions, process controls, and improvement plans.
- Track key quality and customer experience indicators, providing actionable insights and recommendations.
- Ensure compliance with internal policies, client requirements, and quality management standards.
- Contribute to the continuous improvement and performance optimization framework by identifying trends, risks, and opportunities for enhancement.
Candidates Profile:
- Experience as a Quality Evaluator at least 1 year.
- Languages: Polish C1/C2 and English B2
- Strong presentation and storytelling skills, with the ability to confidently prepare and deliver Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), quality performance updates, and actionable insights to internal and client stakeholders.
- Exceptional attention to detail and a commitment to delivering high-quality work.
- Strong ability to manage multiple priorities effectively while meeting deadlines in a fast-paced environment.
- Excellent written and verbal communication skills, with the ability to engage professionally with stakeholders at all levels.
- Highly organized, proactive, and adaptable, with a solutions-oriented mindset.
- Demonstrated ability to work independently while maintaining strong collaboration across teams.
- Strong analytical and problem-solving skills, with a continuous improvement focus.
- Location: OnSite
Location:
POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13Language Requirements:
Time Type:
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