Europe Contact Center Quality Analyst

LG Electronics Benelux; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

LG Electronics Benelux is expanding its Europe-based Quality Analyst team in Poland to oversee and enhance service quality across outsourced contact center operations. The role combines QA governance with coaching and data-driven process improvements to raise customer experience standards across regions.

The ideal candidate has 5+ years of experience in QA/Quality Management, strong analytics, and fluency in English and Polish.

Qualifications

• Bachelor's degree or higher.
• Minimum 5 years of experience in Quality Assurance, Quality Management, or Customer Experience.
• Experience in customer experience improvement initiatives.
• Strong reporting and analytical capabilities.

Responsibilities

• Review and consolidate quality monitoring and audit results from outsourcing partners.
• Analyze customer interactions to identify service gaps and improvement opportunities.
• Evaluate customer experience beyond simple compliance measures.
• Maintain and improve quality standards, procedures, and best practices.
• Analyze audit outcomes to identify operational and agent performance issues.

Skills

English

Polish

Data analysis

Communication

Attention to detail

Cross-functional collaboration

Education

Bachelor's degree or higher

Tools

MS Office

Job description

At LG, we deliver products and services that make life better, easier and happier though increased functionality and fun. Put simply, we offer the latest innovations to make sure “Life’s Good” – from home appliances, consumer electronics, to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

We employ roughly 170 employees at our office in Amstelveen, the Netherlands, divided over two entities, being LG Electronics Benelux Sales B.V. and LG Electronics European Shared Service Centre B.V., and now, we are adding a branch in Poland for our European Shared Service Centre, where this role will be based.

About the job

We are looking for a highly analytical Europe Contact Center Quality Analyst to oversee and enhance service quality across our European contact center operations managed by outsourcing partners. The role will help ensure consistent quality standards, accurate performance measurement, and continuous improvement throughout the region.

You will act as a strategic partner and quality expert, working closely with partner QA teams while providing independent assessment, coaching, and quality governance to improve customer experience outcomes.

What you’ll do

Quality Assurance & Auditing

• Review and consolidate quality monitoring and audit results from outsourcing partners
• Analyze customer interactions to identify service gaps and improvement opportunities
• Evaluate customer experience beyond simple compliance measures
• Maintain and improve quality standards, procedures, and best practices

Coaching & Performance Improvement

• Analyze audit outcomes to identify operational and agent performance issues
• Partner with team leaders and trainers to implement coaching plans and corrective actions
• Support continuous capability development for contact center teams
• Escalate recurring performance issues and contribute to long-term improvement initiatives

Process Improvement

• Collaborate with cross-functional stakeholders to enhance customer service processes
• Use data-driven insights to improve service quality and customer satisfaction
• Support regional quality governance and reporting activities

What you must have

Experience

• Bachelor's degree or higher
• Minimum 5 years of experience in Quality Assurance, Quality Management, or Customer Experience
• Experience in customer experience improvement initiatives
• Strong reporting and analytical capabilities

Skills

• Fluent English and Polish (required)
• Strong data analysis and reporting skills
• Advanced Microsoft Office proficiency
• Excellent written and verbal communication skills
• Strong attention to detail and critical thinking ability
• Ability to collaborate effectively in multinational and cross-functional environments

Preferred

• Quality Management certifications such as Six Sigma or ISO.
• Experience in Business Administration, Statistics, Finance, or related disciplines.
• Ability to manage multiple priorities in a fast-paced environment.