Training & QA Officer (Fluent in German & English)

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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