Training & QA Officer – German & English Fluency

About the role

We are looking for a Training & QA Officer to lead onboarding and ongoing development for our customer service teams in Malta. The role combines training design, delivery, and quality monitoring to ensure agents meet performance and compliance standards while providing an excellent customer experience.

Key responsibilities

• Develop and deliver onboarding training for new support agents.
• Create, update, and maintain training materials and SOPs in line with business and regulatory changes.
• Conduct regular refresher sessions based on performance trends and identified knowledge gaps.
• Monitor and evaluate agent calls, emails, and chats to ensure adherence to quality standards, scripts, and compliance.
• Maintain QA scorecards and quality monitoring frameworks.
• Provide timely, constructive feedback to agents and team leaders.
• Analyse QA results to recommend process improvements and targeted training interventions.
• Collaborate with management to align training and quality initiatives with team goals and KPIs.

Required profile

• Experience in training, quality assurance, or performance coaching within a contact‑center environment.
• Native‑level German and fluent English.
• Bachelor’s degree or equivalent in a relevant field.
• Strong commitment, positive outlook, and flexibility in a fast‑changing environment.

Required skills

• Proficiency in Microsoft Office.