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!
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*Please Send you CV in English - Thankyou
Skills Required
- Experience in Training, QA, or performance coaching in a Contact Centre Environment
- Native-level German and fluent English
- 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
- Flexible, committed attitude and ability to adapt to change
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.
