Customer Care Quality Coordinator - CZ

Fortuna has become an established brand among customers within just a few years. We became a proud international Family of companies carrying Fortuna Entertainment Group from the first betting shop. We want to go further and be known for having the best tech departments offering our employees the usage of modern technologies, and being part of many exciting projects. Our new home is the remarkable Churchill II building, which has a view of Prague. Every detail underlines the company's corporate culture and represents our values. We make every decision and measure every outcome based on our values. Therefore, we focus on keeping accountability, boldness, and customer-centricity at the heart of our philosophy. The workplace layout is 100% ecological, providing ideal conditions for everyday work. We all work as one team and treat each other with respect, openness, a sense of honour, and respect for individual and cultural differences.

Do you want to be one of us?

We are searching for a Customer Care Quality Coordinator for the Czech market. The primary aim of this position is to enhance our overall operations and render exceptional customer service.

As a Customer Care Quality Coordinator, you will have the important task of supervising audits and quality checks for our customer care teams both locally and at the group level. Your role is essential in ensuring the implementation of a robust quality strategy that includes scalable processes, tools, and systems to efficiently monitor decision accuracy. Additionally, you will be responsible for developing a comprehensive Quality Management System (QMS) that establishes control standards, promotes the adoption of best practices, and drives optimal performance.

• Conduct meticulous quality checks and audits throughout our customer care departments.
• Craft and execute an overarching quality strategy, integrating processes and systems for streamlined decision accuracy monitoring.
• Establish a QMS framework encompassing control standards, best practice dissemination, and performance enhancement.
• Analyse quality concerns, conduct root cause analysis, offer insightful recommendations, and contribute to improvement initiatives.
• Maintain an unwavering focus on achieving 100% customer satisfaction and ensure alignment of all endeavours with this objective.
• Champion regular and accurate quality monitoring practices.

• Proven experience in customer care is essential to excel in this role.
• Fluent command of English and a commendable C2 proficiency in Czech.
• Demonstrated strength in leadership, communication, and interpersonal skills.
• Infuse high energy, enthusiasm, and an unwavering commitment to continuous improvement.
• Proficiency in a range of computer applications: MS Access, PowerPoint, Word, Excel, and Minitab.

• Variable compensation bonus.
• Five weeks of holidays.
• Flexible working hours and home office.
• Individual career development plan.
• Meal allowance and Cafeteria Benefit System (universal vouchers for sport, culture, travelling, and health).
• Special offers and discounts from our partners (Dr.Max, Datart, Škoda Auto).
• Various events for employees (tickets for sports events, Well-being programs, workshops, conferences).
• The gym (open 24/7).
• An informal environment with no dress code.
• Fresh coffee by our Barista, fruit Mondays.
• Modern offices in the Churchill office complex with views of Prague castle