Quality & Training Specialist - German Speaker

CNX; Katowice; On-site; PLN 70,000 - 90,000; Full time

Benefits offered by this job

MyBenefit system access

Private healthcare (Luxmed)

Life insurance

Access to e-learning platforms

Employee Assistance Program (psych.,管理

Free language classes

Interesting events and activities

Job summary

CNX is seeking a Quality & Training Specialist with German to join our Katowice office. You will combine quality assurance with competency-based training, evaluating calls and digital interactions while delivering engaging training programs for agents.

The role requires German (C1/C2) and strong communication, facilitation, and organizational skills to raise service standards across operations, quality, and client teams.

Qualifications

• Previous experience as a Trainer or Quality Evaluator is nice to have.
• Strong attention to detail and excellent organizational skills.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines to deliverables.
• Proficient in Microsoft Office.
• Strong written and verbal communication skills in German (C1/C2); English or Polish would be an asset.
• Availability to work for our office in Katowice.

Responsibilities

• Monitor, evaluate, and audit a sample of inbound and outbound calls, as well as chat and email interactions, to ensure compliance with quality standards.
• Demonstrated analytical skills to interpret quality and performance data, identify root causes of gaps, develop data-driven action plans, and track/close performance gaps to measurable targets.
• Meet departmental productivity targets and report evaluation results to key stakeholders, including Quality, Operations, Clients, Account Management, and Resource Unit teams.
• Participate in calibration and call listening sessions to promote scoring accuracy, consistency, and best practices.
• Maintain strong knowledge of client products, services, and program strategies.
• Support quality task forces and complete phone time as needed to stay current with program requirements.
• Help maintain quality forms, legends, and related documentation.
• Support leadership in reviewing key drivers, metrics, and operational processes that impact balanced scorecards and profitability.
• Provide day-to-day guidance to agents in the training environment, including progress monitoring, coaching, developmental feedback, and readiness recommendations.
• Deliver engaging training using effective facilitation, presentation skills, and adult learning techniques across multiple training methods.
• Prepare and deliver training materials, including classroom sessions, hands-on demonstrations, and learning activities.
• Take ownership of achieving individual training performance metrics.
• Partner with Operations to support smooth transitions from training to production, ensuring agents meet required competency levels.
• Maintain up-to-date product and account knowledge through call handling, meetings, and side-by-side observations.
• Communicate effectively with managers, peers, support teams, and clients.
• Support the Instructional Design team in creating and improving training content, including classroom materials, digital learning, and job aids.
• Measure training effectiveness through surveys, interviews, focus groups, and feedback methods, then use findings to improve programs.
• Recommend curriculum updates based on feedback and training needs analysis.
• Contribute to a culture of continuous learning by staying engaged with changes in products, services, policies, processes, and procedures.

Skills

German (C1/C2)

Attention to detail

Multitasking

Communication skills

Tools

Microsoft Office

Job description

CNX is seeking a Quality & Training Specialist with German to join our Katowice office. You will combine quality assurance with competency-based training, evaluating calls and digital interactions while delivering engaging training programs for agents.

The role requires German (C1/C2) and strong communication, facilitation, and organizational skills to raise service standards across operations, quality, and client teams.