Bilingual Quality & Training Lead - Contact Center

Aretè & Cocchi Technology; Valencia; Presencial; EUR 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career Growth

Work Environment

Descripción de la vacante

Aretè & Cocchi Technology in Valencia is seeking a Quality and Training Specialist for the Polish and English market. You will evaluate agent performance, design and deliver training, and drive continuous improvement of service quality.

Responsibilities include monitoring calls, coaching agents, and developing onboarding programs for frontline staff and middle management with a strong emphasis on data-driven improvements. Fluency in English and Polish is required.

Formación

• Languages: Excellent command of English/Polish (written and spoken).
• Quality & Training Expertise: coach staff, deliver feedback, and engage trainees through public speaking and facilitation.
• Analytical & Critical Thinking: analyze performance data, identify trends, and propose proactive improvements.
• Technical Skills: High proficiency in MS Office (Excel, Word, PowerPoint).
• Interpersonal & Leadership Skills: strong communication, organization, and team motivation.
• Experience in the automotive industry is an asset.

Responsabilidades

• Quality Monitoring & Evaluation: monitor and analyze customer interactions against quality standards.
• Coaching & Continuous Feedback: provide regular coaching to agents and share performance insights.
• Training & Onboarding: design, prepare, and deliver training for frontline employees and middle management.
• Performance Analysis & Improvement: create action plans and refine quality forms and training materials.
• Training Assessment: measure effectiveness using tests and metrics.
• Nesting & Ongoing Support: mentor new hires during onboarding and guide ongoing development.

Conocimientos

Quality Monitoring

Coaching

Training Delivery

Performance Analysis

MS Office

Public Speaking

Team Leadership

Herramientas

Quality monitoring tools

Descripción del empleo

Aretè & Cocchi Technology in Valencia is seeking a Quality and Training Specialist for the Polish and English market. You will evaluate agent performance, design and deliver training, and drive continuous improvement of service quality.

Responsibilities include monitoring calls, coaching agents, and developing onboarding programs for frontline staff and middle management with a strong emphasis on data-driven improvements. Fluency in English and Polish is required.