Denis Kucharský

Responsible for Czech market quality through coaching, audits, and data-driven monitoring. Analyze KPI deviations, identify root causes, and implement improvement plans. Conduct quality audits, provide structured feedback to Training and Policy teams, and deliver coaching, policy updates, and training. Support operations in real time, uncover process/policy gaps, measure policy impact, improve tools, collaborate on calibration, and flag system issues affecting performance and user experience.

Served as point of contact for complex cases and escalated tickets. Conducted error analysis sessions and coached reviewers to improve accuracy and consistency. Supported both new joiners and experienced agents with policy clarification and best practices. Contributed to market policy calibration and quality standard alignment.

Reviewed user-generated content to ensure compliance with client terms of service. Verified listings for accuracy, fraud prevention, and policy compliance (e.g., scam detection, illegal content removal). Ensured correct categorization and quality of platform content. Collaborated with internal and client teams to resolve escalations and improve enforcement quality

Support the Manager of Security and Standards in the ISO27001 implementation tracking Support the Manager of Security and Standards in the PCI-DSS related security items tracking Update SharePoint and documentation Data Migration and quality check Collect KPIs Perform data analysis and measure performance Identify and close gaps in data collection Identify and document process requirements Develop / Set-up database for source data

Participated in budget coordination, capital improvement planning and financial administration Met with materials for city's agendas, attended council sessions, and been provided with information and statistic datas of the local transportation together with its costs and profits for the city Worked together with other members, attended special places and got familiar with work of the sector

Assisted the BA examinations (total number of 18) as an invigilator Assisted other office jobs at the Department of International Relations Developed necessary abilities in professional life Reinforced theoretical knowledge and vocational competencies Learnt organizational structures and their functioning Acquired practical knowledge for better understanding of employee-employer relations

Gained team working skills, improved research, analytics and deadline success. Worked on project management.

Thesis focus: GDPR and IT security in context of home office: legal implications and processing of personal data