Tirane, ofrohet vend pune Training & Development Specialist
- Tirane
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- Ekonomist-Financier/e
- Finance-Banke | Sigurime
- Marketing
- Gjuha
-
- anglisht
- Eksperienca
- vetem me eksperience
Training & Development Specialist
Role Purpose
The CX Training & Development Specialist ensures that all CX teams (Back Office, Digital Coaching Centers/Branches, Dealer Support) receive consistent, high-quality training aligned with Iute Group standards. The role supports the company’s digital transformation by enabling staff to guide customers toward MyIute and deliver excellent service across all channels.
Key Responsibilities
· Training & Onboarding
· Design and deliver onboarding training for new CX staff.
· Provide ongoing product, process, compliance, and soft-skills training.
· Organize monthly/quarterly refreshers and knowledge checks.
· Coordination with Head Office (Estonia)
· Implement Group Training & Learning Standards locally.
· Adapt Group training materials for Albania and ensure consistency.
· Report training progress, needs, and gaps to Group CX / Group Training Team.
· Participate in Group-led workshops, audits, and learning initiatives.
· Continuous Development
· Identify skill gaps using QA results, KPIs, and supervisor feedback.
· Prepare coaching sessions and targeted development plans.
· Maintain and update all CX procedures, scripts, manuals, FAQs.
· Manage the CX intranet training workspace.
· Digital Adoption (MyIute Focus)
· Ensure all staff are trained on MyIute features and digital customer journeys.
· Develop materials and scripts to help branches act as digital coaching centers.
· Work with Product/CX Leads to improve digital customer education.
· Insights & Quality Collaboration
· Support VOC initiatives, NPS detractor callbacks, mystery shopping.
· Turn customer insights into training improvements.
Key KPIs
· Training completion rate
· Improvement in QA scores and agent KPIs
· Reduction of repeat errors/complaints
· Time-to-competency for new hires
· MyIute adoption improvements driven by staff coaching
Skills & Experience
· 2+ years in CX, call center, training, QA or similar roles
· Strong communication, facilitation, and coaching skills
· Ability to simplify complex information
· Experience in financial services or fintech (advantage)
· High digital literacy (CRM, CX tools)
Te interesuarit mund te dergojne CV brenda dates 20.12.2025 jobs@iute.al
*Me dërgimin e CV-së tuaj në adresën elektronike jobs@iute.al , ti jep miratimin tënd për përpunimin e të dhënave të tua personale nga ana e IuteCredit Albania në përputhje me kërkesat e Ligjit 124/2024 “Për Mbrojtjen e të Dhënave Personale”, vetëm për qëllimin që keni deklaruar vullnetarisht këto të dhëna. IuteCredit Albania merr masat e duhura për përpunimin e sigurt të të dhënave të tua personale. Për më tepër, drejtohu në Politikën tonë të Privatësisë
Role Purpose
The CX Training & Development Specialist ensures that all CX teams (Back Office, Digital Coaching Centers/Branches, Dealer Support) receive consistent, high-quality training aligned with Iute Group standards. The role supports the company’s digital transformation by enabling staff to guide customers toward MyIute and deliver excellent service across all channels.
Key Responsibilities
· Training & Onboarding
· Design and deliver onboarding training for new CX staff.
· Provide ongoing product, process, compliance, and soft-skills training.
· Organize monthly/quarterly refreshers and knowledge checks.
· Coordination with Head Office (Estonia)
· Implement Group Training & Learning Standards locally.
· Adapt Group training materials for Albania and ensure consistency.
· Report training progress, needs, and gaps to Group CX / Group Training Team.
· Participate in Group-led workshops, audits, and learning initiatives.
· Continuous Development
· Identify skill gaps using QA results, KPIs, and supervisor feedback.
· Prepare coaching sessions and targeted development plans.
· Maintain and update all CX procedures, scripts, manuals, FAQs.
· Manage the CX intranet training workspace.
· Digital Adoption (MyIute Focus)
· Ensure all staff are trained on MyIute features and digital customer journeys.
· Develop materials and scripts to help branches act as digital coaching centers.
· Work with Product/CX Leads to improve digital customer education.
· Insights & Quality Collaboration
· Support VOC initiatives, NPS detractor callbacks, mystery shopping.
· Turn customer insights into training improvements.
Key KPIs
· Training completion rate
· Improvement in QA scores and agent KPIs
· Reduction of repeat errors/complaints
· Time-to-competency for new hires
· MyIute adoption improvements driven by staff coaching
Skills & Experience
· 2+ years in CX, call center, training, QA or similar roles
· Strong communication, facilitation, and coaching skills
· Ability to simplify complex information
· Experience in financial services or fintech (advantage)
· High digital literacy (CRM, CX tools)
Te interesuarit mund te dergojne CV brenda dates 20.12.2025 jobs@iute.al
*Me dërgimin e CV-së tuaj në adresën elektronike jobs@iute.al , ti jep miratimin tënd për përpunimin e të dhënave të tua personale nga ana e IuteCredit Albania në përputhje me kërkesat e Ligjit 124/2024 “Për Mbrojtjen e të Dhënave Personale”, vetëm për qëllimin që keni deklaruar vullnetarisht këto të dhëna. IuteCredit Albania merr masat e duhura për përpunimin e sigurt të të dhënave të tua personale. Për më tepër, drejtohu në Politikën tonë të Privatësisë