Quality & Training Specialist with German
Core
Ensures customer interactions meet quality standards through call/chat/email auditing and delivers training programs to prepare employees for success.
Role type
Quality & Training Specialist
Builds
High service standards and trained agent workforce
Domain
Customer Service / Contact Center
Required skills
Call auditing, data analysis, training facilitation, adult learning techniques, curriculum development, performance gap analysis, stakeholder reporting
Preferred skills
Instructional design, training effectiveness measurement, root cause analysis
Technologies
Microsoft Office
Responsibilities
Monitor and audit inbound/outbound calls, chat, and email interactions for compliance; deliver engaging training sessions using adult learning techniques; develop and update training materials and curriculum; coach agents and provide developmental feedback; analyze quality data to identify performance gaps and action plans; maintain product and account knowledge through call handling and observations.
Seniority
Individual Contributor
