Quality & Training Specialist

Concentrix; Katowice; On-site; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Private healthcare

MyBenefit platform and employee perks

Life insurance coverage

E-learning & professional development

Employee Assistance Program

Job summary

Concentrix Katowice is seeking a Quality Evaluator & Trainer to ensure excellent customer interactions across calls, chats, and emails and to drive continuous improvement. You will develop talent, deliver engaging training, monitor trainee progress, and collaborate with Operations to link training to production.

Join a global organization offering on-site roles, professional development, and a culture focused on people and performance.

Qualifications

• Fluency in German, French, Danish or Norwegian at C1/C2 and English at C1/C2.
• Experience as a Trainer or Quality Evaluator is mandatory.
• Strong analytical skills and attention to detail.
• Excellent organizational and time-management abilities.
• Capable of independent work and managing multiple priorities.
• Strong communication and facilitation skills.
• MS Office proficiency; Polish/English language assets.

Responsibilities

• Monitor and evaluate calls, chats, and emails to ensure quality standards.
• Analyze performance trends, identify gaps, and recommend improvements.
• Share quality insights with internal and client stakeholders; participate in calibration sessions.
• Support quality initiatives, documentation updates, and improvement projects.
• Partner with Operations to identify performance drivers and optimization opportunities.

Skills

German proficiency

French proficiency

Danish proficiency

Norwegian proficiency

English proficiency

Job description

Why Join Us? Make a direct impact on service quality and business performance Develop and coach employees to reach their full potential Work closely with Operations, Leadership, and Client teams Gain exposure to both Quality and Learning & Development functions Enjoy career growth opportunities within a global organization Be part of a collaborative and people-focused culture Access continuous learning and professional development programs Your Impact Quality ExcellenceAs a Quality Evaluator & Trainer, you will help ensure exceptional customer experiences by driving quality standards and continuous improvement. Monitor and evaluate calls, chats, and email interactions to ensure quality compliance Analyze performance trends, identify gaps, and recommend improvement actions Share quality insights and evaluation results with internal and client stakeholders Participate in calibration sessions to drive scoring consistency and best practices Maintain a strong understanding of products, services, and program requirements Support quality initiatives, documentation updates, and improvement projects Partner with Operations to identify key performance drivers and optimization opportunities Contribute to overall business performance, operational excellence, and customer satisfaction Training & DevelopmentYou'll play a key role in developing talent and supporting employee success through engaging learning experiences. Deliver impactful training sessions using modern facilitation techniques Coach and support employees throughout their learning journey Monitor trainee progress and provide constructive developmental feedback Prepare and facilitate classroom, virtual, and hands-on learning activities Partner with Operations to ensure successful transition from training to production Evaluate training effectiveness and recommend improvements to learning programs Support the creation and enhancement of training materials and job aids Foster a culture of continuous learning and professional growth What We're Looking For German/ French/ Danish/ Norwegian language proficiency (C1/C2) + English C1/C2 Experience as a Trainer or Quality Evaluator is mandatory. Strong analytical skills and attention to detail Excellent organizational and time-management abilities Ability to work independently and manage multiple priorities Excellent communication and facilitation skills Proficiency in Microsoft Office applications English and/or Polish language skills considered an asset Availability to work from our Katowice office - OnSite role What We Offer Stable full-time employment based on an employment contract Private healthcare package (Luxmed) MyBenefit platform and additional employee benefits️ Life insurance coverage Access to e-learning and professional development platforms Employee Assistance Program (psychological, legal, financial, and managerial support) Free language courses Employee events, competitions, engagement initiatives, and much more