HR Services Quality Analyst
HR Services Quality Analyst
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Job Description
QVC Group Global Business Services center in Krakw is a member of the QVC Group family that offers world-class Customer Finance Accounts Payable HR Services Talent Acquisition and Software Engineering to QVC Group team members in Germany Italy Poland the United Kingdom and the United States. Our GBS center is an exceptional facility with an efficient and remarkable design and culture.
Currently we wre looking for:
HR Services Quality Analyst
HR Services QAleads efforts to elevate service standards through call quality monitoring insightful feedback and the strategic enhancement of our Knowledge Base. Delivers value by prioritizing customer-centric and human-focused solutions crafted with the end-users needs as the focal point. Concentrates on enhancing efficiency while ensuring a positive user experience.
By bridging knowledge gaps and collaborating with key stakeholders and Subject Matter Experts drives impactful improvements in HR Services and ensures exceptional first case resolution rates thereby strengthening customer relationships and service efficiency.
Responsibilities:
Train and support new knowledge/content owners; manage HR services content lifecycle for accuracy and quality; implement accessibility best practices; expand self-service reach and effectiveness
Provide constructive feedback to address performance gaps
Collaborate with team leaders on quality improvement plans; use customer feedback to promote a customer-centric culture
Develop training sessions to enhance service quality
Analyze data for quality improvements; explore innovative approaches for process efficiency
Evaluate calls for compliance and communication effectiveness; conduct random checks to identify patterns; analyze call data to optimize processes
Adhere to QVCs standards; ensure consistent service quality across channels
Enhance customer experience with cross-functional collaboration
Requirements:
Very good English
Strong project management skills including expertise in driving complex cross-functional technical projects to completion
Capable of thriving in a fast-paced environment meeting deadlines and adapting to shifting priorities
Excellent verbal and written communication skills with proficiency in conveying technical information to non-technical staff
Demonstrated strengths in customer service multi-tasking problem-solving and analytical thinking with the capacity to manage multiple competing priorities effectively
Skilled in understanding and articulating complex information with precision
Focused and able to maintain concentration over extended periods
Proficient in written communication ensuring clarity and accuracy in documentation
Adept at delivering engaging oral presentations to diverse audiences.
We offer:
General benefits:
Attractively located office with collaboration spaces gaming room football table billiards and showers
Hybrid work model combining office & remote work
Parking space for employees
Company performance-related bonus
Life Insurance
Access to internal Learning Lab Platform with multiple training oriented for professional growth
Lifestyle benefits:
Access to MyBenefit platform (Multisport included)
Team Building activities
Opportunities to volunteer your time to company-driven initiatives employee networks or organizations of your choice 1 day/year
Health benefits:
Private medical care
Mental health support line for you and your relatives
Posiadamy procedur zgosze wewntrznych ktra umoliwia dokonywanie zgosze o naruszeniu prawa w ramach zakresu wskazanego w ustawie o ochronie sygnalistw. Zgosze mona dokonywa korzystajc z dedykowanego kanau dostpnego pod adresem: have an internal reporting procedure that allows for reporting of violations of law within the scope indicated in the Whistleblower Protection Act. Reports can be made using a dedicated channel available at you enjoy being a part of a team creating experiences and delighting customers youll love it here. If youre excited about retail media social live streaming technology customer service design and more youll find amazing projects to work on.If you want to grow professionally and learn every day youll thrive with us. If you appreciate a company committed to inclusion and belonging for all youll be amazed at whats available for our team members. We offer a comprehensive Total Rewards package including competitive compensation paid time off employee assistance program parental leave paid volunteer hours company discounts and much more. Best of all working with QVC Group means friendly teams ambitious projects and fast-moving careers!
For QVC Group our commitment to inclusion and belonging for all is deeply rooted in Our Principles. They call on us to Drive Progress Act With Empathy Be Brave Embrace the Future and Do Whats Right so that everyone can thrive. We are committed to ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal state and local laws and regulations. As an equal opportunity employer QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout please contact us at for assistance. QVC UK is a Disability Confident employer and operates a Guaranteed Interview Scheme. For any UK based roles - if youd like to be considered under this scheme please indicate this on the application form.
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Required Experience:
IC
Employment Type
Full-Time
