Quality Analyst

We are looking for a detail-oriented and analytical Quality Analyst to join our team. In this role, you will assess employee performance, ensure high-quality customer service, and support continuous improvement initiatives across our operations.

• Medicover medical healthcare
• Medicover sport benefit systems
• Multicafeteria system
• Remote work
• A positive atmosphere with excellent work-life balance (a 30-minute lunch break included in the 8-hour working day)
• You’ll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.

•  Monitor and evaluate employee performance using standardized scorecards and performance metrics.
•  Provide constructive feedback and coaching to customer service representatives to support their development.
•  Analyse workflows and Work Instructions to identify trends, knowledge gaps, and areas for improvement.
•  Maintain accurate documentation of performance evaluations, feedback sessions, and development plans.
•  Prepare comprehensive reports on employee performance and quality metrics for management review.
• Collaborate with internal teams and management to align quality standards with organizational goals.
• Identify opportunities for process improvements to enhance productivity, efficiency, and customer experience.
•  Assist in the design and delivery of training programs to enhance team skills and knowledge of quality standards.

• C1 English, Polish is a plus.
• Experience in similar role or a background in customer service.
• Strong communication and interpersonal skills.
• Ability to motivate and inspire a team.
• Excellent problem-solving abilities.
• Experience with performance metrics and data analysis.