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 qith a strong commitment to their work, a positive outlook, and the ability to be flexibile in the face of change
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