The main goal of this diploma thesis was to find out the level within the service quality management in the researched organization, Slovenská pošta, a.s., through the evaluation of processes and measuring employee satisfaction. Theoretical part of this work presents knowledge of quality management, its characteristics and historical approaches. It deals in more detail with quality management systems, such as the concepts of ISO 9000 and TQM standards. The work is focused on service companies, so that is why the issue of services, properties and quality is explained, as well as the categories of workers in services. The second part of the work defines the main and auxiliary goals. The methodology describes the elaboration of process analysis and the creation and evaluation of a questionnaire survey of employees. The practical part of this thesis presents the company, analyzes the current state of processes taking place in operation through a statistical evaluation of the performance of individual departments and analytical evaluation of employee utilization. The practical part also includes the evaluation of a questionnaire survey on employee satisfaction in the operation using graphical, statistical and descriptive methods. In the end, the identified facts that affect the work process and the proposed solution (measures) to improve the work environment and process are evaluated, which will contribute to increasing the quality of services, employee loyalty and the name of the organization in the market.