Sitel Group is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting and analytics solutions.


We are looking for candidates for the position:

Quality Leader
Miejsce pracy: Warszawa
Reference Number: 243393


  • Leads a team of Quality Analysts responsible for listening, reviewing and evaluating CSRs calls, chats and emails and providing appropriate feedback to CSRs on quality of service.
  • Makes monthly contact monitoring plan and assures its execution.
  • Attends regular meetings with Team Managers, Project Leaders and the Client to discuss outcomes of quality monitorings.
  • Conducts regular calibration sessions to ensure consistency in scoring and interpretation of calls between Quality Analysts.
  • Analyzes quality results and prepares reports showing most important findings along quality metrics.
  • Recommends solutions and improvements based on quality monitoring results
  • Provides feedback to Learning & Development department and to the Client about issues identified during monitoring that could be addressed during new hire training.
  • Handles client escalations related to quality or compliance violations within the team.
  • Audits feedback sessions conducted by Quality Analysts and provides them with appropriate feedback in order to make sure that root causes are properly addressed and acted upon.



  • At least 1 year experience in contact center as Quality Analyst, Quality Manager, Mentor or similar.
  • Experience in managing their own team.


  • Excellent English, both written and spoken.
  • Very good knowledge of MS Office tools and Google Suite.
  • Strong verbal and written communication skills.
  • Good organization and time management skills.
  • Ability to work with variety of people from diverse backgrounds.
  • Ability to make fair and consistent judgments and decisions.
  • Ability to solve problems and offer suggestions.
  • Ability to adhere to all organizational policies and procedures.
  • Ability to provide constructive feedback.
You get
  • Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
  • Rest: we subsidize the holiday
  • Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Childrens Day
  • Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
  • Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
  • CSR - we care not only about ourselves. We are happy to help those in need.
  • Language Course - you dont speak Polish? Join us and sign up for the lessons we organize.


When applying please enclose the below statement: "Hereby I voluntarily agree to the processing of personal data contained in my CV by Sitel Polska Sp. z o.o. for the purpose of the recruitment process in accordance with the Act of August 29, 1997 on the Protection of Personal Data (Journal of Laws of 2002 No. 101 , pos. 926 as amended).”


Application submission signifies the applicants agreement to process the personal data contained in the application for the purposes necessary for the recruitment process in accordance with Sitel Global Corporations privacy policy (available at

W dokumentach prosimy o zamieszczenie klauzuli: "Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity z dnia 26.06.2014 r., Dz. U. z 2014 r., poz. 1182), prowadzonych przez Sitel Polska Sp. z o.o. z siedzibą w Warszawie, ul. Wołoska 7. Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania. "
Złożenie aplikacji oznacza zgodę aplikującego na przetwarzanie danych osobowych zawartych w aplikacji dla potrzeb niezbędnych dla realizacji procesów rekrutacji zgonie z globalną polityką prywatności Sitel Worlwide Corporation (dostępnej na stronie