Quality & Training Specialist with German

Job Title:

Job Description

• 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.

• 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.

💰️ 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.

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