Quality & Training Specialist (Client Support Operations)

Capgemini is a global business transformation partner specializing in AI, technology, and engineering. The company employs over 410,000 team members in more than 50 countries and reported 2025 revenues of 0.5 billion. Capgemini focuses on helping organizations build an intelligent and sustainable future with expertise in AI, cloud, and data.

• Fluent English skills at C1 level.
• Experience in Customer Service, Customer Support, Quality, Training, or Process Improvement roles.
• Strong verbal and written communication skills.
• Ability to monitor quality performance and implement improvements based on data and audit results.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and ability to maintain accurate documentation.
• Commitment to achieving quality, productivity, compliance, KPI, and SLA targets.

• Conduct and arrange training for new hires and current employees to ensure understanding of procedures, processes, products, and client requirements.
• Maintain up-to-date manuals, scripts, and job aid documents.
• Support personnel by resolving inquiries related to billing, payments, password maintenance, shipping, accessory orders, permits, and account updates.
• Conduct quality audits and monitor customer interactions across phone, email, chat, tickets, and back-office activities.
• Analyze quality findings, customer complaints, and operational trends to identify improvement opportunities.
• Update training content based on analysis.
• Prepare quality reports and communicate findings to stakeholders.
• Support continuous improvement, corrective actions, and knowledge-sharing initiatives.