Quality & Training Lead, Client Support Ops

Capgemini; Kraków; Hybrid; PLN 100,000 - 167,000; Full time

Benefits offered by this job

Medicover medical care

Private life insurance

Sports card

Capgemini Helpline (wellbeing support)

Job summary

Capgemini is seeking a Quality & Training Specialist in Kraków to support employee development and operational excellence. You will train, coach, and govern processes to help teams meet quality standards, KPIs, and SLAs.

You will work in a hybrid model, contributing to continuous improvement and knowledge sharing across the organization while ensuring documentation and adherence to best practices. The role emphasizes data-driven improvements and collaboration with stakeholders to drive

Qualifications

• Fluent English (C1)
• Experience in Customer Service, Quality, Training, or Process Improvement roles
• Strong communication and analytical skills
• Attention to detail and documentation accuracy
• Commitment to meeting quality, KPI, and SLA targets

Responsibilities

• Conduct and arrange training for new hires and current employees in Delivery areas
• Support and guide personnel with inquiries related to billing, payments, and account updates
• Conduct quality audits and monitor customer interactions to ensure SOP/KPIs/SLA adherence
• Analyze quality findings and update training content accordingly
• Prepare quality reports and support continuous improvement initiatives

Skills

Fluent English

Job description

Capgemini is seeking a Quality & Training Specialist in Kraków to support employee development and operational excellence. You will train, coach, and govern processes to help teams meet quality standards, KPIs, and SLAs.

You will work in a hybrid model, contributing to continuous improvement and knowledge sharing across the organization while ensuring documentation and adherence to best practices. The role emphasizes data-driven improvements and collaboration with stakeholders to drive