Agnieszka Górska-Wiśniewska
Szczecin,32
Summary
Quality Manager with nine years of experience in corporate field and language teaching background.
Overview
9
9
years of professional experience
Work History
Regional Quality Manager
Majorel
02.2023 - 06.2025
- Conduct trend analysis to identify training needs and improvement opportunities.
- Establish and execute strategic quality assurance plans and initiatives.
- Creating a complete Quality Assurance documentation as a point of reference for all sites.
- Collaborate closely with Client's Quality Point of Contact to ensure adherence.
Quality Coordinator
Majorel
02.2019 - 01.2023
- Coordinated quality assurance processes to ensure compliance with standards.
- Presented quality KPIs to client on regular basis, discussing improvement areas.
- Conducted quality control audits to ensure adherence to quality guidelines and identify improvement areas.
Team Manager
Arvato Bertelsmann
03.2018 - 02.2019
- Ensured compliance with company policies through oversight of daily operations and staff adherence to guidelines.
- Mentored team members, conducting regular performance reviews, providing feedback.
Customer Service Representative (French Line)
Arvato Bertelsmann
07.2016 - 02.2018
- Responded to customer requests for products, services, and company information.
- Utilized CRM software to document interactions and track customer feedback.
Education
Master - French Philology (Teaching Specialization)
Uniwersytet Im. Adama Mickiewicza
Poznan, Poland06-2016
Skills
- Knowledge of quality and performance management tools
- In-depth understanding of contact center KPIs
- Data analysis (Excel, Power BI)
- Data presentation (PowerPoint, Canva)
- Strong interpersonal skills
- COPC certification
Languages
Polish
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Upper intermediate (B2)
Spanish
Elementary (A2)
Timeline
Regional Quality Manager
Majorel
02.2023 - 06.2025
Quality Coordinator
Majorel
02.2019 - 01.2023
Team Manager
Arvato Bertelsmann
03.2018 - 02.2019
Customer Service Representative (French Line)
Arvato Bertelsmann
07.2016 - 02.2018
Master - French Philology (Teaching Specialization)
Uniwersytet Im. Adama Mickiewicza