German Quality & Training Specialist

Convergys; Katowice; On-site; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Private healthcare and life insurance

E-learning platforms

Employee assistance program

Free language classes

Team events and contests

Job summary

Concentrix in Katowice, Poland is seeking a Training & Quality Evaluator to monitor and improve the quality of calls, chats, and emails. You will analyze data, identify root causes, and implement action plans while meeting productivity targets.

The role requires strong German language skills (C1/C2) and offers extensive training and development opportunities. You will provide day-to-day coaching in the training environment, deliver engaging sessions, and ensure agents reach competency levels.

Qualifications

• Previous experience as a Trainer or Quality Evaluator is nice to have.
• Strong attention to details and excellent organizational skills.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines to deliverables.
• Proficient in Microsoft Office.
• Strong written and verbal communication skills in German (C1/C2); English or Polish would be an asset.
• Availability to work for our office in Katowice.

Responsibilities

• Quality Monitor, evaluate, and audit calls, chats, and emails to ensure quality standards.
• Analyze quality and performance data; identify root causes; develop data-driven action plans.
• Meet productivity targets and report results to stakeholders.
• Participate in calibration and listening sessions to improve scoring accuracy.
• Maintain knowledge of client products, services, and program strategies.
• Support quality task forces and complete phone time as needed to stay current with program requirements.
• Help maintain quality forms, legends, and documentation.
• Support leadership in reviewing drivers, metrics, and processes affecting scorecards and profitability.

Skills

Attention to detail

Organizational skills

Self-starter

Multitasking

Microsoft Office

German (C1/C2)

English or Polish (asset)

Katowice office availability

Tools

Microsoft Office

Job description

Concentrix in Katowice, Poland is seeking a Training & Quality Evaluator to monitor and improve the quality of calls, chats, and emails. You will analyze data, identify root causes, and implement action plans while meeting productivity targets.

The role requires strong German language skills (C1/C2) and offers extensive training and development opportunities. You will provide day-to-day coaching in the training environment, deliver engaging sessions, and ensure agents reach competency levels.