Training & Quality Specialist

About Team

You will join the IPF Digital Czech Republic local team with responsibility for assessing the quality of the Czech Customer Care team, ensuring consistently high service standards and a positive customer experience.

You will make sure team members have the right product and process knowledge, resulting in accurate, efficient, and customer-focused support.

You will support the Customer Operations Manager through quality assurance, training plans, and coaching, driving continuous team development and stronger performance.

Key accountabilities

You will organize and deliver training for new and existing employees, including creating training materials, to provide consistent onboarding and continuous development.

• You will assess employees’ skills, performance, and productivity to identify areas for improvement, leading to stronger customer service and loan handling.
• You will perform quality checks on Customer Care transactions to ensure accuracy and compliance with SLAs, reducing errors and ensuring timely processing.
• You will provide feedback and guidance to the Customer Care team, helping improve individual performance and overall team capability.
• You will analyse Customer Care reports to identify quality trends and report findings, enabling data-driven improvements in service delivery.
• You will provide feedback to operations on quality and compliance issues, strengthening compliance and reducing operational risks.
• You will ensure training for CZ Customer Care employees meets business needs, resulting in improved performance and service quality.
• You will initiate and maintain internal communication on quality issues, ensuring awareness and faster resolution.
• You will proactively respond to variances in targets and service levels, maintaining consistency and meeting business goals.
• You will review problems related to customer satisfaction, driving improvements in customer experience.
• You will keep Customer Care team manuals and guidelines up to date, ensuring staff work with accurate and current information.
• You will ensure team KPIs are met, delivering agreed performance standards across all service areas.
• You will define and implement quality improvement plans for the Customer Care team, resulting in continuous enhancement of service quality.
• You will take on additional responsibilities as business needs evolve, supporting growth and adapting to changing priorities.

Knowledge:

• Knowledge of working directly with customers in service-oriented environments
• Knowledge of customer service operations and administrative processes
• Knowledge of best practices in delivering high-quality customer service
• Knowledge of adult learning methodologies and training delivery

Essential Skills:

• Good English language skills
• Excellent verbal and written Czech
• Very good MS Office 365 skills
• Strong understanding of CRM best practices
• Excellent problem-solving abilities
• Active listening and outstanding communication skills
• Strong organisational and time management capabilities
• Proficiency in administration and process optimisation
• Ability to work effectively in ambiguous situations
• Innovative and inquisitive mindset
• Ability to give and receive constructive feedback
• Flexibility and adaptability in a fast-paced, results-oriented environment
• Ownership of quality, competence, and commitment
• High motivation, personal energy, and resilience in dynamic settings
• Openness to change and continuous improvement

Experience:

• Background in performance-driven environments with measurable targets
• Direct experience working with customers
• Proven track record in customer-focused roles
• Experience within digital financial services (Desirable)

What to expect next?

Our recruitment process is straightforward and human-centred. You can expect a short screening call followed by a more in-depth interview with the Hiring Manager. We aim to give you clarity and feedback at every step.

What can we offer you?

• Real opportunities for growth – enjoy access to a variety of internal learning and external development initiatives.
• Work-Life Balance - join our Wellbeing Program
• 30 days of vacation: you have a whole month off to relax and travel!
• Flexible working hours - with a shorter weekly commitment of 37.5 hours
• Volunteer days: 2 days off per year that you can donate to charity
• Discount system with our partners
• Family leave: extra 3 days of paid leave for new fathers
  
• Move your body, clear your mind – choose the benefits from our cafeteria system that suit you - culture, sports, or health
• A truly international environment – you can collaborate with teams from Mexico to Australia. Sounds exciting? That’s just our everyday reality.

From office life

• Meal allowance: extra money for food (meal voucher flat rate)
• Brand-new office in a prime location – work at The Square in Prague 4 with excellent transportation accessibility. Tempted?
• Flexibility is not a buzzword – hybrid work model (3 days a week at the office) and flexible hours are our standard, not a perk.

Here’s how our team describes our culture

The culture at IPFD is driven by our shared values. People are put first, we accept differences, and encourage individuality. Due to our flat business structure, we enjoy collaborating together. Enjoying some good times together is also highly encouraged!

Sounds good? We all think so at IPF Digital.