Training Officer

14 hours ago

Malta Msida MSD Novum Bank Limited Full time €30,000 - €60,000 per year


Training Officer (Fluent in German & English)

*Currently Resident in Malta or Hold an EU Passport

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 Collections 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 Collections or Contact Centre Environment.
  • Excellent communication, presentation, and interpersonal skills.
  • High attention to detail and strong analytical skills.
  • Proficient in Microsoft Office.
  • Native in Both German Language and Fluent in English
  • 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.

*This Role is Based in Malta*.

Excellent Salary + Benefits + Bonus

We Are Keen to Meet You Please Apply Now and our 'Recruitment Team' will reach out to You.

Or For Further Information Visit 

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