Customer Service Quality Assurance Coordinator

• Listen to and assess recorded calls to ensure agents are following company policies and procedures
• Evaluate call quality based on predetermined criteria (e.g., tone, resolution, empathy, product knowledge, and call structure)
• Assign quality review workloads amongst the QAs and the supervisors on a quarterly basis and prioritize tasks to ensure smooth operations
• Generate daily, weekly, and monthly quality reports to share with management
• Provide actionable insights and recommend improvements based on call monitoring results
• Maintain accurate records of quality evaluations and agent performance
• Work closely with operations and training teams to identify areas for process improvements
• Participate in the development and refinement of quality standards, scripts, and training materials
• Ensure the consistent implementation of quality assurance guidelines across the team.
• Contribute to the continuous improvement of the customer experience by providing insights and suggestions based on performance data
• Review customer satisfaction surveys and feedback to assess the quality of customer service
• Identify recurring issues from customers’ perspectives and provide insights to help improve service delivery

• Hybrid Work model (3 days from office and 2 days from home)
• Flexible Working Hours
• Private medical care in LuxMed Group
• MyBenefit Cafeteria Platform (with Multisport card available)
• Group Life Insurance
• Additional day off for your Birthday
• Additional two days off per year for voluntary activities of your choice
• Employee discount for high-quality Amway products
• Annual Bonus depending on the yearly company and individual performance
• Various portfolios of internal & external training: professional certifications, access to the e-learning platform
• Possibility of growth inside of organization
• International team environment
• Relocation package for candidates outside Poland
• Numerous company events and office initiatives
• Family atmosphere with no formal dress code
• Attractive office location in the heart of Krakow (High 5ive, Pawia Street)

• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• corporate products and services at discounted prices
• integration events
• no dress code
• leisure zone
• redeployment package
• Additional day off for your Birthday

If you are interested in this job, please send your application via "Apply" button.

The primary role of a Customer Service Quality Assurance Coordinator to ensure that customer interactions meet both company standards and customer expectations. This involves reviewing calls, providing feedback to agents, and working with the management team to implement improvements in processes, training, and service delivery. The role is integral in driving performance and ensuring that the team delivers high-quality service consistently.

Amway Global Business Services