Additional Information
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.
Earned a Bachelor's 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
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 decision‑making.
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
Quick‑reference 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
Sutherland · Sofia, Bulgaria