Quality & Training Specialist with German

Concentrix CVG International sp. z o.o.; Katowice; Sur place; PLN 68 000 - 110 000; Plein temps

Avantages offerts par ce poste

Private healthcare

Life insurance

e-learning platforms

Employee Assistance Program

Free language classes

Résumé du poste

Concentrix CVG International sp. z o.o. in Katowice is seeking a Quality & Training Specialist fluent in German to ensure high-quality customer interactions and deliver effective training. The role combines quality auditing of calls and chats with hands-on coaching of agents to raise performance.

The successful candidate will monitor interactions, analyze data, develop action plans, and contribute to ongoing program improvements while coordinating with operations, quality, and client teams.

Qualifications

• Experience as a Trainer or Quality Evaluator is preferred.
• Strong attention to detail and organizational skills.
• Self-starter who can work under pressure and meet deadlines.
• Proficient in Microsoft Office.
• German (C1/C2); English or Polish is a plus.
• Availability to work from our Katowice office.

Responsabilités

• Quality monitoring and auditing of calls and chats to ensure standards.
• Analyze data, identify gaps, and develop action plans.
• Meet productivity targets and report results to stakeholders.
• Participate in calibration and listening sessions to ensure scoring accuracy.
• Maintain knowledge of client products and program strategies.
• Support leadership in reviewing drivers impacting performance.

Connaissances

German (C1/C2)

Outils

Microsoft Office

Description du poste

Job Title

Quality & Training Specialist with German

Job Description Quality & Training Specialist plays a dual role in quality assurance and training delivery. This new position ensures customer interactions meet established quality standards while also preparing employees for success through effective training and coaching. The role involves evaluating calls and digital interactions, identifying performance improvement opportunities, delivering training programs, and helping maintain high service standards across the business. Success in this role requires strong communication skills, facilitation ability, attention to detail, and collaboration with operations, quality, and client teams.

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 time2026-09-19

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.

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.