Customer Service Quality Assurance & Training Specialist

BELIANI is an e-commerce retailer with a team of over 600 dedicated employees. We pride ourselves on offering an extensive selection of stylish and affordable home and garden furniture. Operating across 19 European markets, we are built on a solid foundation that inspire us to innovate and think beyond the conventional. Our motto, ‘Delivering Happiness,’ is more than just a slogan — it’s the heart of everything we do.

Customer Service Quality Assurance & Training Specialist

Szczecin

The Role:

We are looking for a proactive, detail-oriented, and skilled Customer Service QA & Training Specialist to join our Center of Excellence team. If you're passionate about creating and delivering effective training programs, improving service quality, and working with innovative technologies like AI to enhance agent performance, this could be the perfect opportunity for you! This is a full-time, on-site role, reporting to the CoE Team Leader.

Key Responsibilities:

• Quality Assurance: Set standards, develop training materials, and ensure service excellence.

• Quality Control: Review interactions (emails, calls, chats), identify areas for improvement, and provide feedback to agents.

• Training & Development: Onboard and upskill agents with tailored training programs.

• Data & Reporting: Analyze performance data, prepare monthly reports, and present findings.

• Tech Integration: Develop and Implement AI tools to enhance efficiency and support agents.

What We Are Looking For:

• Experience in customer service training and quality assurance is highly desirable.

• Proficiency in English (both written and spoken) is essential for creating materials and conducting training sessions.

• Familiarity with using AI, data analysis tools, and presentation software like Canva, Excel, and PowerPoint.

• Strong ability to identify patterns in data, analyze performance, and propose actionable solutions.

• You should have a keen eye for detail and a proactive approach to solving problems and improving processes.

• A passion for ensuring that customers receive the best possible service, and the ability to instill that mindset in the team.

• A great attitude!

Why Join Us?

Join a fast-growing company expanding at double-digit rates, ensuring your impact is certain. Work in a dynamic, multicultural environment with colleagues from 19 countries, grow with us as we innovate in CS, and enjoy an easily accessible office in the city center!

Benefits:

• Private Medical Care, 

• Sharing the Cost of Sport Activities and Trainings, 

• Flexible Working Time, 

• Fruit Days, 

• Beliani Products at Discounted Prices, 

• No Dress Code, 

• 26 Days Off. 

• Additionally, a tailored onboarding process will be provided to the hired candidate to ensure they have the knowledge needed to become fully operational in the role.