Quality & Training Specialist with German

Job Title:

Job Description

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:

Language Requirements:

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