CX Quality & Development Leader | Strategy & Automation

Allegro Ltd.; Poznań; On-site; PLN 180,000 - 270,000; Full time

Benefits offered by this job

Cafeteria benefits program

English language classes

Training budget

Inter-team collaboration opportunities

Volunteer day

Company events

Job summary

Allegro Ltd. in Poznań is seeking a senior CX & Quality leader to design and execute strategies that raise service standards across the customer experience organization.

You will drive projects and metrics, lead diverse teams, and implement automation to improve training and development processes. You will foster a culture of continuous improvement, using a structured problem-cause-solution approach, and promote a Voice of the Customer in all business decisions.

Qualifications

• Experience in CX and Quality with a proven track record defining service standards and executing projects that boost quality and efficiency.
• Fluent in CX metrics and able to translate quality initiatives into KPI targets (NPS, FCR, Efficiency, Contact Rate).
• Experience in coordinating and motivating cross-functional teams (training, analytics, quality monitoring, calibration).
• Familiar with modern tools and automation in CX; strong analytical thinking to diagnose root causes and implement corrective actions.

Responsibilities

• Strategy & Development: create and align long- and short-term operational plans for Quality & Development teams.
• Standards & Optimization: define customer service standards and processes to monitor and improve CX quality.
• CX Project Management: lead key projects to improve service quality and efficiency.
• Leadership & Oversight: manage teams responsible for quality monitoring, training, analytics, calibration, and shadowing.
• Process Automation: implement and develop tools to automate training and development processes.

Job description

Allegro Ltd. in Poznań is seeking a senior CX & Quality leader to design and execute strategies that raise service standards across the customer experience organization.

You will drive projects and metrics, lead diverse teams, and implement automation to improve training and development processes. You will foster a culture of continuous improvement, using a structured problem-cause-solution approach, and promote a Voice of the Customer in all business decisions.