Our mission is to “make the healthcare experience more human”. DocPlanner is a SaaS tool for doctors and clinics used to optimise their patient flow, reduce no-shows, and digitize their practices in order to be able to spend more time with the patient. We also operate marketplaces websites in 12 countries which serve 55 million patients monthly to easily find the right doctor and book an appointment.
DocPlanner was founded in 2012 in Poland. Our team now numbers 1,500 people based across offices in Warsaw, Barcelona, Istanbul, Rome, Mexico City, Curitiba and Bologna. It is backed by leading venture capital funds including Point Nine Capital, Goldman Sachs Private Capital and One Peak Partners, raising a total of €130 million to date.
“Culture eats strategy for breakfast” according to Peter Drucker. We believe in that. We’re looking for exceptional people that can help us change the world while building an amazing company.
We are now looking for a talented L&D/QA Lead for our Customer Care operations team to advance their skills and knowledge while putting in place assurance procedures to bridge external and internal standards to assist our customers.
You will:
- define DocPlanner service standards & translate them into measurable and actionable KPIs.
- ensure DocPlanner services are consistent, compliant and in line with DocPlanner standards (and customer expectations)
- elaborate the global procedures of sampling and guidelines for collection and reporting quality data
- define & manage quality assurance activities for DocPlanner global QA team
- lead & coordinate internal team to deploy new standards & processes
- build, coordinate and lead a strong collaboration model with DocPlanner countries partners
- provide insights on drivers of underperformance (agent level, process level, CX level) & represent the voice of the customer internally to drive continuous improvement and user happiness
- working closely with various leaders across the organisation and having a full understanding of their units and training requirements
- analyze audit outcomes and carry out appropriate corrective procedures
- detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards