Quick overview
AI summaryTraining and quality assurance role in GO's contact centre, covering QA evaluations, coaching, training material creation using AI tools, and involvement in agent recruitment and interviews. Requires at least 18 months in operational or frontline customer support, plus intermediate Word and Excel. Hybrid in Malta, 40 hours weekly with occasional evening and weekend work. Suits support agents moving into QA and training.
Worth knowing: Benefits include free unlimited GO home and mobile services, therapy sessions, and four weeks paid pregnancy loss leave.
About the role
GO is hiring a Contact Centre Training and Quality Analyst to oversee quality assurance and training across its customer support channels. The role also takes part in recruiting agents.
What you'd do
You would set and maintain the contact centre's QA guidelines, assess customer interactions across all channels and feed results back to Team Leaders and agents as coaching. You build training programmes and materials for new and existing agents, including content for product launches, using AI tools where they help, and run side-by-side coaching with new starters. You work on strategies to lift First Contact Resolution, sit on interview panels with the People Team, act as the link between the contact centre and marketing on customer feedback and FAQs, and keep the staff register and training stock in order. Occasional evening and weekend work may be needed.
What you need
At least 18 months in a frontline or operational support role, with training and leadership experience in the industry and the ability to train agents at every level. You should know the support channels, systems and processes well, be familiar with recruitment and QA processes, and have intermediate Word and Excel plus strong writing and coaching skills. An MQF Level 4 education, QA accreditation or knowledge of Quality Management Systems are a plus.
About the company
GO is a telecoms provider. Benefits include hybrid working, free unlimited GO home and mobile services, private hospital health insurance, a personal development budget, therapy sessions, a children's summer school budget, four weeks of paid leave for non-birthing parents, and a 10% Klikk discount.