Quality & Training Specialist (Client Support Operations)

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

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

As a Quality & Training Specialist, you will support employee development and operational excellence through training, coaching, quality initiatives, and process governance. You will help teams meet quality standards, KPIs, and SLAs while driving continuous improvement and compliance with established processes.

YOUR TASKS

• Conduct and arrange training for new hires and current employees in Delivery areas to ensure understanding and mastery of procedures, processes, products, and client requirements, while maintaining up-to-date manuals, scripts, and other job aid documents.
• Support and guide personnel under direct care, while receiving and resolving inquiries related to billing, payments, password maintenance, shipping, accessory orders, permits, and account updates in line with end-user requests.
• Conduct quality audits and monitor customer interactions across phone, email, chat, tickets, and back-office activities to ensure compliance with SOPs, KPIs, and SLAs.
• Analyze quality findings, customer complaints, and operational trends to identify improvement opportunities and update training content accordingly.
• Prepare quality reports, communicate findings to stakeholders, and support continuous improvement, corrective actions, and knowledge-sharing initiatives.

YOUR PROFILE

• Fluent English skills (C1 level).
• Experience in Customer Service, Customer Support, Quality, Training, or Process Improvement roles.
• Strong verbal and written communication skills.
• Ability to monitor quality performance and implement improvements based on data, feedback, and audit results.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and ability to maintain accurate documentation.
• Commitment to achieving quality, productivity, compliance, KPI, and SLA targets.

What You’ll Love About Working Here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram - @capgeminipl or visit our Facebook profile - Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com