PL1257
QVC Group Global Business Services center in Kraków 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 QA leads 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-user’s 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 QVC’s 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 procedurę zgłoszeń wewnętrznych, która umożliwia dokonywanie zgłoszeń o naruszeniu prawa w ramach zakresu wskazanego w ustawie o ochronie sygnalistów. Zgłoszeń można dokonywać korzystając z dedykowanego kanału dostępnego pod adresem:
https://liberty.tnwreports.com/
We 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
https://liberty.tnwreports.com/
If you enjoy being a part of a team, creating experiences and delighting customers, you’ll love it here. If you’re excited about retail, media, social, live streaming, technology, customer service, design and more, you’ll find amazing projects to work on. If you want to grow professionally and learn every day, you’ll thrive with us. If you appreciate a company committed to inclusion and belonging for all, you’ll be amazed at what’s 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 What’s 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
WorkWithUs@qvcqrp.com
for assistance. QVC UK is a Disability Confident employer and operates a Guaranteed Interview Scheme. For any UK based roles - if you’d like to be considered under this scheme, please indicate this on the application form.

• 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 QVC’s standards; ensure consistent service quality across channels
• Enhance customer experience with cross-functional collaboratio