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DESCRIPTION
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
Content Review & Process Optimization
- Regularly review and refine communication materials and scripts
- Identify training needs and quality trends to propose process improvements"
REQUIREMENTS
- German C2 + fluent EN
- Clean criminal record
- 3+ years’ experience in a similar training and/or quality assurance role
- Experience in coaching or mentoring team members (a plus)
- Background in customer support or call center environments (a plus)
- Familiarity with QA frameworks, learning tools, and content development"