R1740547 Quality & Training Specialist with German

Concentrix; Katowice; On-site; PLN 60,000 - 100,000; Full time

Benefits offered by this job

MyBenefit system access

Private healthcare (Luxmed)

Life insurance

Employee Assistance Program (EAP)

Free language classes

Job summary

Concentrix in Katowice seeks a Quality & Training Specialist to ensure customer interactions meet quality standards while preparing employees for success through effective training and coaching.

The role involves evaluating calls and digital interactions, delivering training programs, and supporting continuous improvement with operations, quality, and client teams.

Qualifications

• Strong communication skills, facilitation ability, attention to detail, and collaboration with operations, quality, and client teams.
• Previous experience as a Trainer or Quality Evaluator is a plus.
• German language at C1/C2 level; English or Polish is a plus.
• Willingness to work in Katowice office.
• Stable full-time employment on an employment contract.

Responsibilities

• Monitor, evaluate, and audit a sample of inbound/outbound calls, chats, and emails for quality standards.
• Analyze quality and performance data, identify root causes, and track improvements.
• Deliver training programs using engaging methods across multiple formats.
• Provide daily guidance to agents, coach for performance, and monitor progress.
• Partner with Operations to ensure smooth transitions from training to production.
• Keep product and account knowledge up-to-date through observations and meetings.
• Support Instructional Design with training content and materials.
• Measure training effectiveness via surveys and feedback to drive program improvements.

Skills

Communication

Facilitation

Attention to detail

Collaboration

Microsoft Office

Time management

Multitasking

Tools

Microsoft Office

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.

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.
• 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.
• 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.