Quality and Training Specialist, Contact Center- Polish and English market

We are currently looking for Quality and Training Specialists.

What will your mission be?

You will be responsible for evaluating, driving, and enhancing the quality of service provided by our agents, ensuring it meets and exceeds company and client expectations. Additionally, you will design, deliver, and evaluate training programs that empower both new hires and tenured staff to reach their full potential.

Key Responsibilities

• Quality Monitoring & Evaluation: Monitor and analyze customer interactions (calls, emails, chats) against quality standards, verifying that agents provide accurate solutions and deliver exceptional customer service. Record evaluations using departmental quality programs.

• Coaching & Continuous Feedback: Provide regular, constructive coaching feedback to agents. Partner with Team Leaders and Managers to share performance insights and assist agents in developing their skills.

• Training & Onboarding: Design, prepare, and deliver engaging initial and ongoing training programs for frontline employees and middle management. Ensure staff are regularly updated on product, service, and application developments.

• Performance Analysis & Improvement: Analyze quality data to create and implement Action Plans (APs). Participate in refining quality monitoring forms, standards, and training materials.

• Training Assessment: Measure and report on the effectiveness of training programs using tests, evaluations, and performance metrics, keeping programs vibrant, dynamic, and interactive.

• Nesting & Ongoing Support: Supervise, support, and mentor new hires during onboarding and guide tenured employees toward continuous development.

What are we looking for?

• Languages: Excellent command of English/Polish (written and spoken). Native or fluent proficiency in additional European languages is a strong plus.

• Quality & Training Expertise: Proven ability to coach staff, deliver constructive feedback, and engage trainees through compelling public speaking and facilitation skills.

• Analytical & Critical Thinking: Strong analytical and problem-solving skills with the ability to analyze performance data, identify trends, and propose proactive solutions to boost client satisfaction.

• Technical Skills: High proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with quality monitoring tools.

• Interpersonal & Leadership Skills: Outstanding verbal and written communication skills, exceptional organization, and the ability to motivate staff in a team environment.

• Experience in the automotive industry is an asset.

What do we offer?

• Career Growth: A clear growth path aimed at enhancing your professional development and expertise.

• Work Environment: A stimulating, international atmosphere working alongside diverse, multidisciplinary teams.

• Contract: Full-time employment contract.