CX TrainerQuality Assurance Specialist - Germany

At loveholidays were on a mission to open the world to everyone giving our customers unlimited choice unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers personal holiday expert the smart way to get away.

The impact youll have:

As a CX Trainer/Quality Assurance Specialist you will be responsible for delivering training and quality auditing contacts for our in house customer experience teams in Germany and outsourced partners in South Africa.

Reporting to the Global Training & Engagement Manager you will ensure training and quality across our German market is delivered to high standard and youll work closely with the CX teams to provide the right tools and knowledge they need to excel in their roles.

Your daytoday: 

• Design and deliver effective training programs to enhance the skills and knowledge of our customer experience teams
  
  
• Develop market specific training content
  
  
• Conduct quality assessments to measure agent performance against established standards and identify areas for improvement
  
  
• Collaborate with the Training QA and CX teams to identify training needs and create a quality structure for our German market
  
  
• Provide feedback and coaching to agents to help them improve their performance and achieve their goals
  
  
• Use quality data to identify training needs across our German CX team
  
  
• Facilitate training to the inhouse CX team in Germany and outsource team in South Africa
  
  
• Collaborate with the team leaders to manage qualitative outliers
  
  
• Build strong relationships with our DE outsourcing Quality & Training team
  
  

Your skillset:

• Experience working within a customer experience team in a contact centre environment
  
  
• Ability to design and facilitate training
  
  
• Prioritisation and strong attention to detail
  
  
• Understanding of training and quality standards and best practices
  
  
• Ability to engage and manage relationships with stakeholders including internal teams and external partners
  
  
• Proficiency working with Gsuite particularly Google Sheets & Slides
  
  
• Business level English skills and native level German skills
  
  
• Due to our outsourcers being based in South Africa and your direct team in London you may be required to visit either location at least once per quarter (frequency may increase based on business needs)
  

Perks of joining us:

Other than an amazing environment for you to grow have impact and show the world your incredible skills we offer the following benefits: 

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme season ticket loan and eye care vouchers

At loveholidays we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

1. 1st stage with Hiring Manager 45 mins
   
2. Final stage with key stakeholder/s including a task to present 1 hour
   

Remote Work :

No

Employment Type :

Fulltime