How exactly you can influence the developmentof the Company:

● developing and improving customer service processes based on audit findings, analytics, and industry best practices● developing and implementing the Quality Management function strategy with a focus on enhancing service quality and customer experience● researching the latest trends, tools, and industry benchmarks in Quality Management, adapting and implementing best practices across operational teams● developing and implementing new approaches, tools, and quality assessment methodologies to improve the efficiency of operational processes● analyzing the impact of service quality on key business metrics, identifying opportunities for improvement, and initiating enhancements● calculating and forecasting representative audit samples to ensure reliable quality assessment across functions and processes● developing the team through mentoring, coaching, training, and regular feedback, fostering a culture of continuous quality improvement● acting as an internal subject matter expert on service quality, providing advisory support to managers and teams● consolidating audit results and preparing analytical findings, recommendations, presentation materials, and improvement plans for stakeholders● achieving the department's target KPIs and ensuring the delivery of strategic service quality improvement initiatives

Challenges for six months:

● conducting a comprehensive audit of the current state of the Quality Management function, evaluating the effectiveness of processes, team structure, performance metrics, and collaboration with operational teams● analyzing the current level of service quality and customer experience, developing a roadmap of systemic improvements, and ensuring the launch of key initiatives● defining and implementing a system of KPIs and metrics that objectively measure the effectiveness of the audit function and its impact on operational performance● researching current market practices, tools, and benchmarks in Quality Management and preparing recommendations for their implementation● ensuring high-quality delivery of the function's day-to-day operational activities while maintaining efficiency and service levels● developing and implementing a team development framework for the audit function, including regular feedback, training, knowledge sharing, and continuous professional development● forming a culture of continuous quality improvement and increasing the engagement of operational teams in Quality Management processes● improving the team's eNPS

To achieve the results, you will need:

● at least 2 years of experience in a similar role (Quality Lead, QA/QC Team Lead, Quality Manager, or a related position)● hands-on experience in building, implementing, and improving quality assurance processes● skills in performing quality control, inspections, audits, and reviews, as well as preparing reports based on their findings● experience in managing a team of 5+ specialists: setting goals, monitoring performance, and supporting employee development and performance evaluation● experience in developing and implementing KPIs, quality metrics, and performance monitoring systems● the ability to analyze large volumes of data, identify systemic issues, and define corrective actions● experience in conducting calibration sessions and providing constructive feedback and coaching to team members● high level of professional communication and negotiation skills, with the ability to engage effectively with internal and external stakeholders● experience in working with CRM systems, reporting systems, and data analysis tools (Excel/Google Sheets● understanding of risk management principles and preventive quality assurance practices

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation