Quality & Training Lead (Katowice)

Concentrix; Katowice; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

MyBenefit system access

Private healthcare (Luxmed)

Life insurance

E-learning platforms access

Employee Assistance Program

Job summary

Concentrix in Katowice, Poland is seeking a Quality & Training Specialist to drive quality assurance and deliver effective training across the business.

You will evaluate calls and digital interactions, coach agents, and partner with Operations, Quality, and Client teams to raise service standards. Proficiency in German (C1/C2) is preferred, with English or Polish as an asset; full-time, on-site employment.

Qualifications

• Experience as Trainer or Quality Evaluator is nice to have.
• Strong attention to detail and organizational skills.
• Self-starter with sense of urgency and works well under pressure.
• Proficient in Microsoft Office.
• German language proficiency at C1/C2 is highly preferred; English or Polish is an asset.

Responsibilities

• Monitor, evaluate, and audit calls, chats, and emails for quality compliance.
• Interpret quality data, identify gaps, and develop data-driven action plans.
• Report evaluation results to stakeholders across Quality, Operations, Clients, and Account Management.
• Participate in calibration and listening sessions to improve scoring accuracy.
• Provide day-to-day guidance and coaching to agents in training settings.
• Deliver engaging training using effective facilitation and adult learning techniques.
• Prepare and deliver training materials and activities.

Skills

Quality Assurance

Training Delivery

Coaching

Facilitation

Data Analysis

Microsoft Office

German C1/C2

English/Polish

Job description

Concentrix in Katowice, Poland is seeking a Quality & Training Specialist to drive quality assurance and deliver effective training across the business.

You will evaluate calls and digital interactions, coach agents, and partner with Operations, Quality, and Client teams to raise service standards. Proficiency in German (C1/C2) is preferred, with English or Polish as an asset; full-time, on-site employment.