Job Opportunities API

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. Apply Today! Our Recruitment Team Will Reach Out To You Directly! *Please Send you CV in English - Thankyou