As a Training & Quality Lead, you will be the primary driver of team excellence through comprehensive training and coaching. Your main focus will be designing, delivering, and managing training programs that equip team members with the skills and knowledge needed to succeed. Working alongside the Team Manager, you will build a culture of continuous learning while supporting performance management through quality oversight.

Key Responsibilities

Training Design & Delivery:

• Design and develop comprehensive training programs aligned with client guidelines and best practices
• Deliver engaging onboarding and ongoing training sessions to new and existing team members
• Conduct one-on-one coaching and mentoring sessions to support individual development
• Identify skill gaps and develop targeted training solutions

Quality Assurance & Feedback:

• Audit an agreed-upon percentage of team member cases to maintain quality standards
• Complete quality review forms and provide constructive feedback
• Monitor the quality levels of team member work and identify trends
• Provide regular updates to the Team Manager on quality metrics and performance

Team Development & Coaching:

• Collaborate with the Team Manager to identify training and performance requirements
• Use coaching techniques to support learner development and maintain positive results
• Mentor team members through their growth journey and skill development

Organizational Excellence:

• Take ownership of the training and quality function within TELUS Digital
• Maintain strong organizational and time management skills
• Pay close attention to detail in training materials
• Continuously drive engagement and create a positive department environment

Requirements

Essential:

• 6 months tenure in the company (If internal)
• Manager sign-off/approval (If internal)
• C1 level in English Language
• C1 level in German Language
• Proven experience in training delivery or instructional design
• Strong communication and presentation skills
• Excellent listening and empathy skills
• Strong multi-tasking with excellent time management skills
• Strong attention to detail and analytical skills
• Ability to work in a fast-paced, multicultural environment
• Professionalism and ability to maintain confidentiality
• Previous experience in a training role

Desirable:

• Experience designing training programs or e-learning content
• Knowledge of adult learning principles and different learning styles
• Experience with learning management systems (LMS)
• Certification in training or instructional design
• Proven ability to solve problems effectively and drive continuous improvement

We offer:

• Stable job and career development opportunities
• Attractive salary
• Working hours: Monday to Friday
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment
• Support and learning
• Employee referral bonuses.

If this opportunity sounds appealing to you, apply now! Send us your CV! *Only shortlisted candidates will be considered. About us: TELUS Digital Bulgaria is the largest employer in the CX (Customer Experience) industry in the country with over 4,600 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.