Quality & Training Specialist with German

Convergys; Katowice; On-site; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Private healthcare and life insurance

E-learning platforms

Employee assistance program

Free language classes

Team events and contests

Job summary

Concentrix in Katowice, Poland is seeking a Training & Quality Evaluator to monitor and improve the quality of calls, chats, and emails. You will analyze data, identify root causes, and implement action plans while meeting productivity targets.

The role requires strong German language skills (C1/C2) and offers extensive training and development opportunities. You will provide day-to-day coaching in the training environment, deliver engaging sessions, and ensure agents reach competency levels.

Qualifications

• Previous experience as a Trainer or Quality Evaluator is nice to have.
• Strong attention to details 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

• Quality Monitor, evaluate, and audit calls, chats, and emails to ensure quality standards.
• Analyze quality and performance data; identify root causes; develop data-driven action plans.
• Meet productivity targets and report results to stakeholders.
• Participate in calibration and listening sessions to improve scoring accuracy.
• Maintain 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 documentation.
• Support leadership in reviewing drivers, metrics, and processes affecting scorecards and profitability.

Skills

Attention to detail

Organizational skills

Self-starter

Multitasking

Microsoft Office

German (C1/C2)

English or Polish (asset)

Katowice office availability

Tools

Microsoft Office

Job description

Key Responsibilities

• Quality 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.

Training

• 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.

Candidate Profile

• Previous experience as a Trainer or Quality Evaluator - nice to have


• Strong attention to details and excellent organizational skills.


• Self-starter, sense of urgency and works well under pressure.


• Demonstrated ability to multi-task and meet timelines o 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.

What We Offer

• Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance.


• Stable full-time employment based on an employment contract.


• Access to e-learning platforms.


• Employee Assistance Program (psychological, managerial, legal, and financial counselling).


• Free language classes.


• Interesting events, contests, lotteries, and much more.

Location: POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements: German (Required)

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.