Specjalista / Specjalistka ds. Doskonalenia Jakości (f/m/n)

About the Position

We are seeking a Quality Assurance Specialist to join our e-commerce logistics team in Poland, focusing on enhancing customer service quality.

About the Company

InPost is a leading logistics solutions provider for the e-commerce industry in Europe. Founded by Rafał Brzoska, InPost has revolutionized the parcel market in Poland with its innovative Paczkomat® devices, which have become an integral part of online shopping, ensuring speed and convenience.

Responsibilities

• Evaluate the knowledge and skills of customer service staff and provide constructive feedback.
• Monitor phone calls, emails, and chats to ensure quality standards.
• Plan and implement quality improvement initiatives for customer service and support team development.
• Identify opportunities for process improvements and efficiency in customer service.
• Collaborate with external partners and service providers.
• Conduct quality verification activities, including Mystery Shopper research.
• Analyze quality data and recommend actions to improve customer satisfaction.
• Utilize modern tools, including AI-based solutions, to support quality analysis, prepare recommendations, and optimize daily work.

Requirements

• Experience in customer service.
• Experience in project management or coordination.
• Knowledge of quality assessment processes, particularly in Customer Care.
• Analytical thinking skills and the ability to draw conclusions and recommendations from quality data.
• Proficiency in Microsoft 365 (Excel, PowerPoint).
• Practical knowledge of AI tools for productivity and data analysis, such as Microsoft Copilot, ChatGPT, or similar solutions.
• Openness to using new technologies and automation in daily work.
• English proficiency at a level that allows for fluent communication (minimum B2).
• Skills in knowledge transfer, providing feedback, and selecting appropriate development activities.
• Self-motivation, good work organization, and effective prioritization.
• Strong communication, collaboration, and quality service orientation.

We Offer

• A full-time contract (approx. 15 months).
• Opportunities for skill development and gaining new experiences.
• A collaborative culture based on respect, openness, and knowledge sharing.
• Space to test new ideas and use modern technologies, including AI solutions.
• A cafeteria system with the option to choose benefits tailored to individual needs.
• An e-learning platform with a wide range of training and development materials.
• An employee referral program.
• Opportunities to participate in social, sports, and volunteer initiatives.

Location

Poland

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