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Combines quality assurance and employee training responsibilities. Evaluates customer interactions across calls, chats, and email; analyzes trends, identifies performance gaps, supports calibration, and recommends improvements. Delivers classroom, virtual, and hands-on training, coaches employees, tracks trainee progress, provides feedback, and improves learning materials. Requires C1/C2 Danish or Norwegian and English, prior trainer or quality evaluator experience, strong analytical and facilitation skills, Microsoft Office proficiency, and onsite availability in Katowice.

Evaluates customer interactions for quality compliance, analyzes performance trends, conducts calibration, and recommends improvements. Delivers classroom, virtual, and hands-on training; coaches employees, monitors trainee progress, provides feedback, and improves learning materials. Partners with Operations and client stakeholders to support production transitions, customer satisfaction, and continuous improvement. Requires fluent French and English, strong communication and facilitation skills, analytical ability, organization, and Microsoft Office proficiency. This is an onsite role in Katowice, Poland.

Evaluates customer interactions across calls, chats, and emails; analyzes quality trends; leads calibration and improvement initiatives; delivers classroom, virtual, and hands-on training; coaches employees; monitors trainee progress; provides feedback; develops learning materials; and partners with Operations and clients to improve service quality and employee performance.

Evaluate inbound/outbound calls, chats, and emails for quality; analyze performance data and close gaps; deliver and maintain training programs and materials; coach agents, measure training effectiveness, and collaborate with Operations, Quality, and client teams to uphold service standards.

Monitor and evaluate customer interactions (calls, emails, chats) for quality and compliance, report findings, participate in calibration sessions, support scoring consistency, maintain program knowledge, and drive continuous improvement initiatives.