HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.  

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

Due to our growing business needs we are looking for: 

ServiceDesk – Call Quality Coach with German or French &English

Workplace: Kraków
O3 Business Park

Main Job Tasks and Responsibilities

• Draft quality assurance policies and procedures
• Interpret and implement quality assurance standards
• Evaluate adequacy of quality assurance standards
• Devise sampling procedures and directions for recording and reporting quality data
• Review the implementation and efficiency of quality and inspection systems
• Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
• Document internal audits and other quality assurance activities
• Investigate customer complaints and non-conformance issues
• Collect and compile statistical quality data
• Analyze data to identify areas for improvement in the quality system
• Develop, recommend and monitor corrective and preventive actions
• Prepare reports to communicate outcomes of quality activities
• Identify training needs and organize training interventions to meet quality standards
• Coordinate and support on-site audits conducted by external providers
• Evaluate audit findings and implement appropriate corrective actions
• Monitor risk management activities
• Responsible for document management systems
• Assure ongoing compliance with quality and industry regulatory requirements

Education and Experience

• Bachelor’s degree preferred
• Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma
• Quality inspection, auditing and testing experience
• Experience with implementation of corrective action programs
• Product or industry-specific experience
• Strong computer skills including Microsoft Office, QA applications and databases
• Knowledge of tools, concepts and methodologies of QA
• Knowledge of relevant regulatory requirements
• Proficient in VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Proficient on PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications
• Willing to work in 24 x 7 operations

Language requirements:

• German/French or Both
• English & Polish ( Mandatory)

We offer:

• Life insurance
• Private health insurance
• MultiSport Card
• Lunch & leisure vouchers
• Clear career path in a growing multinational organization