SME/Trainer 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.

• 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

Experience

• 1–2 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 team‑oriented.
• 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