Trainer/Quality control for the support team

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.
  
  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.
   

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.