Quality Consultant: Elevate Service Quality & Compliance

Capgemini; Kraków; Hybrid; PLN 120,000 - 170,000; Full time

Benefits offered by this job

Medicover medical care

Private life insurance

Sports card

Capgemini Helpline

Job summary

Capgemini Polska in Kraków is seeking a Quality Consultant who will help ensure high-quality service delivery and compliance with client standards. You will monitor customer interactions across channels, evaluate quality, and provide constructive feedback to drive improvements.

In this international environment, you will collaborate with operations teams, develop documentation, and support continuous improvement initiatives while using your French and English language skills daily.

Qualifications

• Minimum 2 years of experience in Customer Service, Quality or similar role in an international environment.
• Fluent French (min C1) and English (min B2) with strong written and verbal communication skills.
• Strong communication and customer service skills.
• Strong problem-solving skills and ability to work independently and make informed decisions.
• Good technical troubleshooting skills and practical knowledge of MS Office (Excel).
• Good organizational and time-management skills, with the ability to prioritise tasks in a fast-paced environment.
• Positive, proactive attitude with a focus on continuous improvement and delivering high-quality results.

Responsibilities

• Monitor customer interactions across channels (phone, email, chat).
• Evaluate compliance with client requirements, quality standards, best practices, and procedures.
• Complete quality assessments and maintain evaluation documentation.
• Provide constructive feedback and development support.
• Identify incidents, recurring issues, trends, and process gaps through quality analysis.
• Resolve customer inquiries across digital channels with timely solutions.
• Support continuous improvement initiatives and contribute to process optimization projects.

Skills

Customer service

Quality

Communication

Problem solving

MS Office

Tools

MS Office

Job description

Capgemini Polska in Kraków is seeking a Quality Consultant who will help ensure high-quality service delivery and compliance with client standards. You will monitor customer interactions across channels, evaluate quality, and provide constructive feedback to drive improvements.

In this international environment, you will collaborate with operations teams, develop documentation, and support continuous improvement initiatives while using your French and English language skills daily.