Customer Service Trainer (m/f/d)
Otto Group · Weismain
The BAUR Group, with operations in the DACH region, has long been synonymous with success in online business and is part of the success of the globally active OTTO Group. Online retail and related services are undergoing rapid change—now more than ever!
Do you want to effectively share knowledge, sustainably improve quality, and actively help shape changes in customer service? Then join our Quality Management team. In this role, you’ll combine training, quality assurance, process optimization, and knowledge management—working closely with internal departments and our service providers.
- Ensuring compliance with the agreed-upon quality levels in the assigned projects
- Planning and conducting in-person training sessions, e-learning courses, side-by-side coaching, and silent monitoring in coordination with team and project leadership
- Preparing and creating training materials, and assisting in the development of training concepts and training programs
- Documenting all training sessions, the resulting outcomes, and the derived objectives in a standardized format
- Optimizing and ensuring service quality in collaboration with team and project leaders
- Regularly reporting on notable issues and key focus areas arising from training activities to team and project leads
- Completed vocational training in business or equivalent training
- Experience in implementing quality initiatives (feedback, facilitation, coaching, and training) in the contact center sector
- Experience in teaching and instructional methods
- Desirable: Experience in direct customer contact
- Strong interpersonal and communication skills
- Ability to maintain an overview and engage in conceptual work, along with strong organizational skills
- Confident demeanor, composure in challenging conversation situations, and a positive attitude
- Ability to motivate and inspire colleagues (m/f/d) and trainees (m/f/d) in a goal- and results-oriented manner
- Quick learner and determined
- Ability to work well in a team
- Proficiency with the Microsoft Office suite