(Senior) Training and QA Specialist (Fluent in English & German )
Overview:
We’re looking for a passionate and experienced (Senior) Training and QA Specialist to drive excellence across our customer-facing teams. In this role, you’ll lead onboarding programs, deliver targeted skills training, and ensure high-quality performance through structured evaluations and feedback. This is a hands-on role combining training design, facilitation, and quality assurance—perfect for someone who thrives in dynamic, fast-paced environments like customer support or call centers.
Responsibilities:
Training Design & Delivery
- Lead onboarding sessions to welcome and integrate new team members
- Deliver training on communication, negotiation, and process compliance
- Develop tailored learning programs based on performance needs and business goals
- Create and maintain engaging learning materials, guides, and scripts.
Quality Assurance & Coaching
- Design and manage QA processes to evaluate team interactions and compliance
- Monitor and assess call/chat/email quality against established standards
- Provide constructive feedback and individual coaching to improve performance
- Collaborate with team leads to align on expectations and improvement plans.
Content Review & Process Optimization
- Regularly review and refine communication materials and scripts
- Identify training needs and quality trends to propose process improvements
- Support internal initiatives that enhance service quality and consistency
Skills & Experience:
- 3+ years’ experience in a similar training and/or quality assurance role
- Strong facilitation, presentation, and communication skills
- Experience in coaching or mentoring team members (a plus)
- Background in customer support or call center environments (advantageous)
- Familiarity with QA frameworks, learning tools, and content development
Excellent Salary + Benefits + Bonus
We Are Keen to Meet You! Please Apply Now and our 'Recruitment Team' will reach out to you Directly.
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What We Do
Novum Bank Limited is a private credit institution that operates under, and applies, the European Union banking regulatory framework. The bank is licensed and regulated by the Malta Financial Services Authority (MFSA) to operate outside Malta. The bank has two lines of products, micro-lending and card/store value. Novum Bank Limited operates in the micro-loans business through its brand Cashper, one of the leading players in the market. Currently Cashper is active in Spain, Germany, Austria and France. Novum Bank Limited has also a principal membership with MasterCard® to issue any product from the MasterCard® set of products. The bank launched its Money2Go MasterCard® in Germany in 2013 and in the Netherlands in 2015. In addition, Novum Bank Limited also manages a number of programs for strategic partners including companies such as Blackhawk in Germany. Novum Bank Limited makes financial products easily available through multi channel distribution and easy to follow processes and steps, both for consumers as well as for businesses. At Novum Bank we are committed to ‘Values’ that lead to Great Work! Here you will not only join something, but you will also add something! Discover how you can make an impact, build yourself an exciting new career, while working in a multi-national environment. Our ‘Career Opportunities’ are endless whatever your background / skills, our corporate aim is to deliver best in class ‘Customer Service’ but equally in a challenging workplace where individuals feel empowered to reach their personal best and thrive. Explore a collaborative culture, growth and originality supported by suitable resources where everyone is important. Coupled with a great office environment you will have the capability to explore Malta and all the varied experiences it has to offer.
