Bilingual QA Evaluator (Polish/English)

Convergys; Katowice; Hybrid; PLN 67,000 - 100,000; Full time

Job summary

Concentrix is seeking a Quality Evaluator with Polish and English to monitor and evaluate customer interactions across calls, emails, and chats. The role focuses on ensuring accuracy and adherence to quality standards while contributing to program performance improvements.

You will conduct QA audits, analyze CSAT/DSAT trends, and deliver coaching sessions to frontline advisors. Collaboration with operations and client stakeholders is essential for continuous quality improvement and successful

Qualifications

• Polish language proficiency at high level.
• Strong English communication skills (B2).
• Excellent presentation and storytelling abilities.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Monitor and evaluate inbound/outbound calls and other contact channels for quality and adherence to standards.
• Conduct QA evaluations, audits, and root cause analyses to improve performance.
• Provide coaching and feedback to advisors to boost service quality.
• Lead regular QA sessions, case reviews, and training support for new hires.
• Prepare reports on quality, CSAT/DSAT metrics, and improvement plans.

Skills

Polish (C1/C2)

English (B2)

Presentation skills

Attention to detail

Time management

Job description

Concentrix is seeking a Quality Evaluator with Polish and English to monitor and evaluate customer interactions across calls, emails, and chats. The role focuses on ensuring accuracy and adherence to quality standards while contributing to program performance improvements.

You will conduct QA audits, analyze CSAT/DSAT trends, and deliver coaching sessions to frontline advisors. Collaboration with operations and client stakeholders is essential for continuous quality improvement and successful