Training & Quality Specialist (maternity cover)

We are seeking for a Training & Quality Specialist to join our Customer Care team in Estonia who has a passion for customer service and has the ability to thrive in a fast-paced, dynamic environment. About IPF Digital (in a nutshell) IPF Digital provides fast, flexible, and convenient credit solutions under the Creditea and Credit24 brands to retail customers in Estonia, Latvia, Lithuania, Mexico, Australia and Czech Republic. Our solutions are designed to meet our customers' credit needs. They are delivered via a prompt, high-quality service backed by our sophisticated technology platform. This makes the whole application process easy and hassle-free. Our customers might require money for something vital, such as paying an unexpected bill or coping with day-to-day expenses. Or they may be looking for help to carry out home improvements, buy a car or start a business. Whatever they need, we offer innovative financial services that are respectful, responsible, and straightforward. Main purpose of the role: The Training & Quality Specialist is responsible for leading the quality of the Estonian Customer Care team, which includes Loan Handlers, Inbound, and Telemarketing. This role ensures that team members maintain up-to-date product and process knowledge. As the main support for Team Leaders, the Specialist handles daily quality assurance, creates and delivers trainings for the Customer Care team, conducts coaching sessions, and tracks development plans. Key responsibilities: Ensure that our Customer Care employees trainings are meeting business needs and are improving their performance; Organizing trainings to the new and existing employees; Assessing employees skills, performance, and productivity to identify areas for improvement; Performing quality checking activity; Defining, monitoring and being responsible for the high-level quality standards and manuals that also meet the company's requirements; Providing feedback and guidance to the Customer Care team; Supporting operations in evaluation and implementation of action plans to eliminate root causes of non-conformances; Creating, developing and analyzing reports; Resolving problems that are related to customer satisfaction; Ensuring team KPIs are met; Defining and setting quality improvement plans for the Customer Care team. What you would need to be successful in the role: Previous similar work experience (Desirable); Certificate in quality assurance (Desirable); Excellent verbal and written English and Estonian, understanding of Russian (Essential); Previous experience in working with customers and knowledge how to provide great customer service; Good in communicating, listening and problem solving; Have a good understanding of CRM best practices; Have sufficient computer related skills; Strong organisation and time management skills; Be able to work in a fast-paced, results-oriented environment. What we can offer you: Competitive salary and quartely bonus; Wide benefits package; Opportunity to work in a dynamic and fast-paced environment; Chance to make a real impact on the growth and success of the company; Join a team of talented and passionate individuals. You will enjoy working at IPF Digital if you value a truly international work environment where you can take responsibility for your tasks; you value a friendly and open work culture and good teamwork. 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. Although recognition is highly valued, failure is also accepted. Enjoying some good times together is also highly encouraged! Sounds good? :) Then Please Apply, and let's meet up. ;) Free parking in Ülemiste City, partially possible to work from home, health insurance or sports compensation, mental health support via "Võõras Sõber".