Quality and Customer Experience Manager Miejsce pracy: Ostrava Your responsibilities Manage and oversee Quality Assurance, Customer Experience, Complaints Handling and Fraud Prevention areas Map, create, and improve end-to-end quality management processes Propose measures to increase service quality and customer satisfaction Implement process changes based on quality checks’ findings Lead the Quality Assurance team to achieve service-level agreement and key performance indicators’ targets Identify customer needs based on feedback and collaborate with internal departments to improve customer satisfaction Manage the complaints handling process within CEE and propose improvements to achieve better quality of service Set up and manage fraud prevention process and activity Our requirements Excellent knowledge of Czech/Polish language and C1 level English Advanced proficiency in MS Office and Share Point.

Independence, organization, and strong time management skills Proactive approach, strong interpersonal and negotiation skills Experience with people management or Quality Assurance/Customer Experience/Complaints Handling Expert experience Experience in insurance or banking industry What we offer An interesting job in a company promoting innovative and modern technologies Opportunity for professional development in an international environment 25 days of holiday Extra 5 days for Care leave Meal vouchers worth 150 CZK from the first day and restaurants near the company Flexible working hours Home Office (60% monthly) Home Office contribution (750 CZK per month) Laptop & IT equipment for your home office Multi Sport/SODEXO Flexi Pass card (500 CZK per month) Telemedicine - 24/7 online medical support for you and 5 family members Pension insurance Free annual travel insurance for Europe Free life insurance E-learning courses Great location in modern and pleasant offices in Ostrava (Nova Karolina) and much more (discounts at our partners etc.) Benefits private medical care corporate products and services at discounted prices saving & investment scheme coffee / tea meal passes Are you passionate about delivering exceptional service and driving continuous improvement? We are seeking a dedicated Quality Assurance and Customer Experience Manager to join our dynamic team and lead the charge in enhancing the quality of service provided within Operations.

If you are a proactive, results-oriented leader with a passion for delivering exceptional customer experiences, we invite you to join our team and make a meaningful impact! AXA Partners AXA Group is the world leader in insurance and asset management.

We protect and advise our clients at every step of their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management.

AXA is the leading insurance brand worldwide, with over 100 million clients.

We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission is to act for human progress by protecting what matters when it matters.

Everything we do at AXA is guided by our four core values: Client first, One AXA, Integrity, Courage.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit life protection.

AXA Partners´role is also to implement innovative solutions emerging from the AXA Innovation unit.

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity with more than 9,000 employees at their service anywhere, anytime.

Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.