Training & QA Officer (Fluent in German & English)

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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