Quality Insights & Performance Coach

Concentrix; Katowice; On-site; PLN 40,000 - 65,000; Full time

Job summary

Concentrix in Katowice, Poland seeks a Quality Evaluator to monitor and evaluate inbound/outbound calls and other channels for accuracy and adherence to established quality standards. This role helps in assessing quality standards and delivering insights to improve program performance.

The candidate will conduct QA evaluations, analyze CSAT/DSAT trends, coach frontline teams, and maintain regular quality and efficiency reports while ensuring compliance and continuous improvement.

Qualifications

• Experience as a Quality Evaluator at least 1 year.
• Languages: Polish C1/C2 and English B2.
• Strong presentation and storytelling skills, with the ability to prepare and deliver WBRs, MBRs, quality updates and actionable insights to stakeholders.
• Exceptional attention to detail and a commitment to high-quality work.
• Strong ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills for professional stakeholder engagement.
• Highly organized, proactive and adaptable with a solutions-oriented mindset.
• Demonstrated ability to work independently while collaborating across teams.
• Strong analytical and problem-solving skills with a continuous improvement focus.

Responsibilities

• Conduct quality assurance evaluations and audits to ensure adherence to client and operational standards.
• Analyze quality performance, CSAT and DSAT trends through root cause analysis and investigations.
• Monitor quality metrics and identify opportunities for continuous improvement.
• Partner with Operations to review backlogs, identify quality risks and support resolution strategies.
• Deliver coaching sessions and feedback to advisors to improve performance and service quality.
• Provide quality-focused floor support and guidance to frontline teams.
• Conduct process reviews and recommend improvements to enhance customer experience and efficiency.
• Lead daily case reviews, scrubbing activities, and case classifications.
• Perform regular quality checks and compliance reviews.
• Support onboarding and training by facilitating quality sessions for new hires.
• Facilitate regular quality and CSAT improvement meetings with stakeholders.
• Serve as the primary point of contact for quality-related matters with the client.
• Participate in calibration sessions with Operations, PM and client stakeholders.
• Conduct monthly evaluation audits and present findings to stakeholders.
• Support new product launches from a QA perspective.
• Collaborate with Continuous Improvement Managers to drive performance enhancements.

Skills

Quality Evaluator experience

Polish C1/C2

English B2

Job description

Concentrix in Katowice, Poland seeks a Quality Evaluator to monitor and evaluate inbound/outbound calls and other channels for accuracy and adherence to established quality standards. This role helps in assessing quality standards and delivering insights to improve program performance.

The candidate will conduct QA evaluations, analyze CSAT/DSAT trends, coach frontline teams, and maintain regular quality and efficiency reports while ensuring compliance and continuous improvement.