Training & QA Officer (Fluent in German & English)
Location: Malta
Overview:
To provide ongoing Customer Service training to various teams of, setting clear goals and targets, and ensuring they are met.
Role:
- Develop and deliver onboarding training for New Support Agents.
- Create and update training materials and SOPs in line with business and regulatory changes.
- Conduct regular refresher training sessions based on performance trends and identified knowledge gaps.
- Evaluate training effectiveness through assessments, feedback, and follow-up performance monitor
Quality Assurance:
- Monitor and evaluate agent calls/emails/chats to ensure adherence to quality standards, scripts, and compliance requirements.
- Maintain and update QA Scorecards and Quality Monitoring Frameworks.
- Provide timely, constructive feedback to agents and team leaders to improve performance and customer experience.
- Analyse QA results and trends to recommend process improvements and training interventions.
- Collaborate with management to ensure that quality and training efforts are aligned with team goals and KPIs.
Qualifications & Experience:
- Experience in Training, QA, or performance coaching in a Contact Centre Environment.
- Native-level German and fluent English are required.
- Excellent communication, presentation, and interpersonal skills.
- High attention to detail and strong analytical skills.
- Proficient in Microsoft Office.
- Bachelor's degree or similar in a relevant field
- An individual with a strong commitment to their work, a positive outlook, and the ability to be flexible in the face of change.
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