Informacje o stanowisku

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

The Quality Assurance team sits within the Operational Excellence function and is responsible for ensuring that Customer Care and Operations teams deliver the highest quality and most positive experiences to customers. As a key member of the Quality Assurance team, you will collaborate with cross-functional partners such as Operations, Customer Care, and Compliance to help ensure an excellent overall customer experience.

Responsibilities

• Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing, and scoring calls and emails.
• Coordinate and participate in calibration sessions to ensure consistent application of quality standards.
• Act as a subject matter expert to ensure Customer Care and Customer Operations team members meet our quality expectations and provide a great experience for all customers.
• Collaborate with team members to recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements.
• Gather exceptional calls and email correspondences to be added to our customer interaction library for training purposes.

Requirements

• 2+ years of experience working in a customer contact center environment with a focus on employee coaching and development.
• Previous Quality Assurance experience is a plus.
• Disciplined, self-motivated, and reliable with the ability to stay focused on a task and work independently.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively, as well as respond to new information quickly.
• Experience in financial services, fintech, or complex operational or customer support roles is a plus.

Benefits

• Flexibility in work hours: We offer flexible hours and the possibility of remote or hybrid work, depending on the role and preferences.
• Different forms of cooperation: You can choose the model that best suits your needs. We offer both employment contracts and flexible B2B cooperation forms.
• Basic benefits package: We care about the health and well-being of our employees — private medical care, MultiSport card, and life insurance.
• Development on your terms: We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, you also gain access to unique tools and support from certified practitioners to better understand your potential and develop your strengths.
• Team integrations and shared experiences: We regularly experience new activities together and build relationships in an inspiring atmosphere, from cooking together, weekend yoga in nature, to adrenaline-filled escape rooms.

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