Senior VoC & Quality Assurance Specialist

Nexi Group; Kielce; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Attractive salary

Tech equipment

International team

PayTech University training

Job summary

Nexi Group in Poland seeks a Quality Monitoring & VoC Senior Specialist to analyze customer interactions across email and chat, identify opportunities, and translate feedback into actionable recommendations that support growth and operational excellence. You will work in Kielce or Rzeszów within an international team, shaping a customer-centric culture by improving service quality and customer experience.

This role emphasizes reports, scorecards, and cross-functional collaboration to drive

Qualifications

• 4+ years in customer service, quality monitoring, CX, or related area.
• Experience evaluating interactions and giving actionable improvement recommendations.
• Knowledge of customer service processes and quality standards.
• Strong analytical skills to interpret data and identify trends.
• Experience in quality analysis and performance reporting.
• Knowledge of VoC methodologies and feedback analysis.
• Advanced Excel skills for data analysis, pivot tables, formulas, and reporting.
• Ability to prepare reports and business recommendations for stakeholders.
• Excellent communication skills and a proactive, improvement-focused mindset.
• Ability to work independently and collaborate across teams.

Responsibilities

• Conduct quality monitoring through call listening and analysis of email and chat interactions.
• Analyze quality metrics and identify root causes of service issues.
• Ensure compliance with internal procedures, regulatory requirements, and industry standards.
• Develop recommendations for process, product, and organizational improvements based on VoC insights.
• Prepare quality reports, performance analyses, and development recommendations.
• Create and improve quality monitoring scorecards and evaluation criteria.
• Identify process and system issues and monitor corrective actions.
• Execute Closed Loop Feedback to translate customer feedback into improvements.
• Collaborate with cross-functional teams to enhance customer service quality.

Skills

Quality monitoring

VoC methodologies

Data analysis

Microsoft Excel

Reporting

Stakeholder communication

Process improvement

English proficiency (B1/B2)

Job description

Nexi Group in Poland seeks a Quality Monitoring & VoC Senior Specialist to analyze customer interactions across email and chat, identify opportunities, and translate feedback into actionable recommendations that support growth and operational excellence. You will work in Kielce or Rzeszów within an international team, shaping a customer-centric culture by improving service quality and customer experience.

This role emphasizes reports, scorecards, and cross-functional collaboration to drive