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AXA Partners • Ostrava, Moravia-Silesia, Czechia
Role & seniority: Operational/Process Support role for a new colleague; entry to mid-level level, starting March 1; focus on transition of processes from Germany and ongoing optimization.
Stack/tools: MS Office (advanced); strong general IT and documentation tooling; ability to maintain internal docs and support cross-department collaboration.
Maintain and update internal documentation for new clients, products, processes, and systems; clearly communicate process changes to the operational team.
Evaluate customer calls/case handling, provide feedback, participate in calibration sessions, and support complex case resolution.
Identify improvement opportunities from quality feedback and support new product/partner implementations and process changes.
Secondary education; native-level Czech or Polish; German (≥ B2); English (≥ B2).
Strong MS Office and general IT proficiency; excellent organizational and communication skills.
Analytical, customer- and quality-focused mindset; reliable, quick to learn new processes.
Prior experience in a contact center or shared service center is advantageous.
Nice-to-haves: Experience in process optimization, process documentation, or cross-functional collaboration; comfort with participating in company projects.
Location & work type: Location not specified; hybrid work model with 2 days home office per week after training; full equipment provided. Equal opportunity
We are looking for a new colleague to join our team starting from March 1st, who will closely collaborate with newly formed operational teams taking over agenda from Germany and who will support the setup, adaptation, and optimization of processes during this transition.
What You’ll Be Doing
Maintain and update internal documentation to reflect new clients, products, processes, and systems. Communicate process changes clearly and regularly to the operational team. Evaluate customer calls and case handling to provide constructive feedback and participate in calibration sessions. Support operational teams in resolving complex cases and integrating customer feedback into process improvements. Identify opportunities for improvement and implement process changes based on quality assessments and feedback. Participate in new product and partner implementation and changes. Collaborate with other departments and actively participate in company projects.
What You’ll Bring
Minimum of secondary education. Czech or Polish language at a native level. Fluency in German (minimum level B2). Fluency in English (minimum level B2). Strong knowledge of MS Office and advanced computer skills. Excellent organizational and communication skills. Analytical mindset with a customer and quality focused approach. Reliable, responsible, and quick to learn new processes. Previous experience in a contact center or shared service center environment is an advantage.
What We Offer
Annual bonus up to 5% of the gross annual salary 25 days of vacation Meal vouchers worth 150 CZK from day one Home office 2 days per week (after training), including full equipment (laptop, monitor, docking station, etc.) Smart working allowance (750 CZK/month) MultiSport or Pluxee Flexi Pass (500 CZK/month contribution) Telemedicine - 24/7 online medical support for you and up to five family members Pension contribution (1,000 CZK/month) Fully covered life insurance Free European travel insurance, including coverage for extreme sports and roadside assistance Development programs and courses, including access to LinkedIn Learning A friendly team of colleagues Office refreshments
To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
Who We Are
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) Show more Show less