Manager, CX Quality & Development

Allegro Ltd.; Poznań; Presencial; PLN 180.000 - 270.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Cafeteria benefits program

English language classes

Training budget

Inter-team collaboration opportunities

Volunteer day

Company events

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

• Strategy & Development: Creating operational plans (long-term and short-term) for Quality & Development teams based on a jointly defined strategy.
• Standards & Optimization: Defining and implementing customer service standards, as well as processes for monitoring and enhancing quality within the CX area.
• CX Project Management: Leading key operational projects aimed at driving measurable improvements in customer service quality and efficiency.
• Leadership & Oversight: Managing teams responsible for quality monitoring, training, analytics, calibration, and work shadowing.
• Process Automation: Implementing, supervising, and developing tools to automate training and development processes.
• Leader Support: Evaluating the performance of operational leaders regarding effective advisor monitoring and identifying the root causes of customer dissatisfaction.
• Organizational Culture: Building a culture of continuous improvement using the problem-cause-solution methodology and promoting a Voice of the Customer approach across all business decisions.

This is the right job for you if:

Have experience in CX and Quality: Supported by a proven track record of defining service standards and executing projects that boost quality and efficiency.

Are fluent in CX metrics: Can effectively translate quality initiatives into achieving KPI targets (NPS, FCR, Efficiency, Contact Rate).

Have team management experience: Can coordinate and motivate cross-functional teams (spanning training, analytics, quality monitoring, and calibration).

Are familiar with modern tools and automation: Possess practical knowledge of contact and process automation in CX.

Are strong analytical thinkers: Can accurately diagnose root causes and smoothly execute corrective actions.

Are leaders of change: Promote a proactive mindset, rely on the problem-cause-solution approach, and can effectively build a customer-centric organization.

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

#goodtobeheremeans that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.