QA ANALYST AND TRAINER - CUSTOMER SUPPORT

  • Magic Mondayz Ltd
  • Malta
  • Mar 23, 2020
Full time Fintech Jobs QA-Quality Control Jobs Trainer Jobs

Job Description

Reputable Fintech company is looking for a QA Ambassador to join their team in Malta.

The main idea of the role is to ensure quality on service and support functions via quality assurance responsibilities, internal training of employees according to training program, and external training and demo of  Back office towards new and existing customers. The role covers three main areas ; Quality Assurance, Employee Training and Merchant Training

Quality Assurance

  • Regularly evaluate individual Payment Analyst’s performance in accordance with predefined quality measures and scoring guides.
  • Create and maintain a transparent and auditable record of all evaluation scores and other relevant metrics.
  • Prepare and submit both regular and ad-hoc reports on individual and collective review results to the Support Manager.
  • Report on quality issues identified during reviews to the Support Manager and/or the relevant team leaders.
  • Analyze recurring quality issues and quality trends and regularly report findings to the Support Manager and/or the relevant team leader(s).
  • Document QA processes and procedures and ensure documentation remains up to date.

Employee Training

  • Prepare, set up and perform training sessions according to module descriptions
  • Develop training modules and maintain and update training documentation(s)
  • Coordinate with management on new hires and schedule employee training
  • Evaluate and report on progress and training for new and existing employees
  • Evaluate findings from QA function and recommend suitable actions and training

Merchant Training Ambassador

  • Perform training sessions for new merchants, existing key merchants, and merchants in the sales process.
  • Develop and productify back office training
  • Develop, produce, maintain and update  training/presentation documentation
  • Prepare and set up back office adjusted to merchants and other stakeholders
  • Evaluate and report on the outcome of back office training sessions with merchants
  • Identify key stakeholders/forums within the company and set procedures to be up to date on feature updates/changes to be reflected within back office training
  • Circulate and make available, within the organisation, the productified back office training program including features as booking, modules, feedback, documentation, contacts etc.

Expectations:

  • Knowledge of instructional and learning principles
  • Familiarity with traditional and modern training methods, tools and techniques
  • Ability to conduct analysis and calculate training ROI
  • Sound decision making and documentation skills
  • Ability to present complex information to a variety of audiences
  • Proficiency in Powerpoint and Excel
  • Structured, organised and detail oriented
  • Analytical mindset
  • Familiar with support organisations and operations
  • Experience within Payments and/or Gaming is considered an asset but not a requirement.

Salary

Negotiable