Trainer / Quality assessment specialist for the customer support team

Details

1. Requirements
   • English proficiency: C1 level.
   • Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments.
   • Deep understanding of logs, APIs, and troubleshooting tools to support a highly technical team.
   • Knowledge of open banking, PSD2 regulations, or financial services is a plus.
   • Excellent communication and coaching skills, with the ability to provide constructive feedback and mentor support agents.
   • Strong analytical skills to identify trends and improve the quality and efficiency of customer support.
   • Experience with quality control tools, ticketing systems (e.g., Zendesk, Jira), and platforms like GSuite is an advantage.
2. Responsibilities
   • Develop and implement quality assurance (QA) processes to assess the efficiency and accuracy of customer interactions.
   • Conduct regular audits of tickets, emails, and chat interactions, providing structured feedback to agents and team leads.
   • Create and maintain training materials, including documentation, guidelines, and troubleshooting manuals tailored to products and processes.
   • Collaborate with support leadership to align training priorities and productivity improvement strategies.
   • Conduct onboarding sessions for new agents, ensuring a deep understanding of our products, tools, and workflows.
   • Work closely with client teams (product, engineering, and compliance) to keep support teams updated on new features, regulatory changes, and best practices.
   • Track and analyze support performance metrics, identifying trends and areas for improving customer interactions.
3. We offer
   • Paid training to ensure your professional growth.
   • Stable and timely income (fixed salary + bonus based on real KPI achievements).
   • Fast career growth opportunities within the project and across other company departments.
   • Full-time employment.
   • Work schedule: Monday–Friday, 11:00 AM – 7:00 PM.
   • Modern and comfortable office located at Naukova St. 7D.