SMETrainer with German and English (Banking and Financial services)

• Create facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge.
• Fill out accurate reports.
• Establish and maintain communication with clients and/or team members; understand needs resolve issues and meet company expectations.
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
• Facilitate all aspects of floor-training and BQM Training for the program.
• Responsible for self-skilling & certification during periods of un-activity (classroom)
• Supervise and coach learners in nesting & BQM type environments
• Facilitate multi-hour product behavioral or tool change type learning experiences
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions.
• Coach and give feedback to trainees to help them fulfill performance metrics.
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution.

Qualifications :

• Earned a Bachelors degree in any field (Major in Education or Communication preferred)
• At least 2-3 years of work experience as a Trainer.
• Proficiency in German and English B2/C1 - must
• Excellent working knowledge on Microsoft Office applications (Excel Powerpoint Word and Outlook)
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Willingness and ability to work in a shifting or graveyard schedule

Additional Information :

The role requires deep knowledge of POS (Point-of-Sale) devices payments processing troubleshooting workflows merchant account support terminal configuration and basic KYC/verification processes.
The SME/Trainer will drive quality accuracy and operational efficiency while mentoring frontline agents delivering training and supporting continuous process improvement and knowledge management activities.

Duties and Responsibilities

Operational Support & Escalations

• Serve as the point of escalation for frontline agents across Chat (80%) Email (15%) and Voice (5%) support channels.
• Handle complex high-priority or technical POS support cases requiring advanced troubleshooting and decisionmaking.
• Ensure timely resolution of escalations in alignment with SLA Quality and CSAT targets.
• Provide floor support live monitoring and live assist for agents to resolve technical or merchant-related issues in real time.
• Identify POS outages payment gateway downtime connectivity failures or software issues and raise immediate alerts to the concerned teams.

POS Product & Process Expertise

• Maintain deep knowledge of:
  • POS device installation activation and configuration
  • Connectivity (GPRS/Wi-Fi/LAN) pairing and hardware troubleshooting
  • Transaction flows (authorization settlement reversals refunds)
  • App updates firmware patches and payment gateway integrations
  • Merchant onboarding basics & KYC document understanding
• Stay updated with new POS models feature enhancements and compliance updates applicable to merchants.

Training & Enablement Responsibilities

• Conduct new hire training on:
  • POS device handling & troubleshooting
  • Payment flow processes
  • Common merchant issues & resolution flows
  • Customer handling and communication
• Deliver refresher training upskill workshops and process/policy update sessions for existing agents.
• Prepare and maintain training documents SOPs assessments troubleshooting guides and certification modules.
• Evaluate agents through assessments simulations and POS troubleshooting practical tests.

Knowledge Management

• Assist with creating updating and maintaining:
  • Knowledge base articles
  • Troubleshooting flowcharts
  • SOPs and process documentation
  • Quickreference guides and device manuals
• Ensure documentation accuracy in collaboration with Operations QA and Product teams.

Coaching & Quality Alignment

• Conduct coaching sessions to improve agent accuracy troubleshooting capability and communication skills.
• Partner with the Team Manager and QA team to:
  • Conduct QA calibrations
  • Perform agent shadowing
  • Provide structured feedback sessions
• Identify skill gaps and recommend corrective training or process improvements.

Performance Insights & Process Improvement

• Monitor key operational metrics such as:
  • FCR (First Contact Resolution)
  • AHT (Average Handling Time)
  • Error rates & repeat failures
  • POS failure patterns transaction drop ratio
• Recommend corrective actions and support continuous improvement initiatives.

Job Qualifications

Experience

• 12 years in a Call Center / BPO customer support role preferably in payments POS support fintech or merchant operations.
• Prior experience managing omni-channel support with a strong focus on Chat and Email.

Skills & Knowledge

• Strong understanding of:
  • POS devices and payment transaction flows
  • Basic KYC and merchant account setup
  • Troubleshooting hardware and connectivity issues
  • Refund/settlement workflows and dispute basics
• Excellent written and verbal communication skills.
• Ability to coach mentor and support frontline agents.
• Strong analytical and problem-solving mindset.
• Familiarity with CRM platforms (Zendesk Salesforce Freshdesk) and QA/WFM tools.

Behavioral Attributes

• Proactive approachable and teamoriented.
• High attention to detail and commitment to quality.
• Able to thrive in a fast-paced support environment.
• Customer-focused with a strong sense of ownership.

Basic Regulations the Employee Should Be Aware Of

• Company employee handbook
• Labor health and safety rules
• Data security privacy and compliance guidelines
• Internal policies SOPs and operational procedures

Remote Work :

Yes

Employment Type :

Full-time