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Team Internet Logo Team Internet · Customer Service

Training & Quality Lead

Poland 13800.00 - 14200.00 PLN / Month · Job Posted January 07, 2026
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Job Description

We are looking for a dynamic and proactive Training & Quality Lead to join our Customer Care team within the Online Division. This role sits at the heart of how we empower our support agents to deliver exceptional service. You will shape the training vision, strengthen our quality frameworks, and ensure both human agents and AI‑driven systems are equipped with the right knowledge at the right time. You’ll thrive in this role if you enjoy building structure, influencing cross‑functional teams, and leading initiatives that raise standards across an entire organisation. You will work both independently and collaboratively, with the freedom to innovate and the responsibility to drive continuous improvement across Customer Care.

Job Responsibility

  • Design, deliver, and manage comprehensive training programmes for customer support agents
  • Continuously assess training needs and close skill gaps to improve service delivery
  • Integrate evolving AI technologies into training to ensure our teams remain ahead of industry change
  • Maintain and enhance knowledge bases to ensure accuracy, usability, and alignment with both human and AI support channels
  • Collaborate with subject‑matter experts to ensure the latest updates, best practices, and operational insights are captured
  • Build and implement quality assurance processes to evaluate customer interactions
  • Leverage AI tools to streamline assessments, analyse large data sets, and identify trends or opportunities for improvement
  • Partner closely with IT, Product, Customer Experience, and other teams to enhance operational efficiency
  • Lead initiatives that integrate AI across customer care operations to boost quality, speed, and customer satisfaction
  • Develop and communicate a future‑focused vision for training and quality assurance in an AI‑driven environment
  • Stay informed about market and technology trends to ensure the organisation remains a leader in customer care excellence

Requirements

  • Proven experience in training, quality assurance, and AI‑driven solutions within a customer care environment
  • Strong analytical expertise with the ability to interpret complex data and make evidence‑based decisions
  • Excellent problem‑solving skills and confidence working autonomously
  • Strong communication and interpersonal abilities, capable of influencing and partnering across diverse teams
  • A strategic mindset with a clear vision for the future of customer care in an AI‑led landscape
  • Self‑motivated, proactive, and comfortable working with minimal supervision
  • Strong organisational skills with the ability to build structure in evolving environments
  • Commitment to continuous learning, improvement, and openness to feedback
  • Ability to lead improvements, champion innovation, and support change management across teams

What we offer

  • We are collaborative, fair, consciously inclusive, and flexible
  • We trust, value, and support our people to make the difference
  • We believe that diversity of thought and experience provides the platform for innovation and creativity
  • We invest in the development of our people to drive our ambitions forward
  • We offer a range of benefits (including your choice of tech) and a competitive package
  • We offer a great work environment in an internationally successful enterprise in the online services industry
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