Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
- Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge.
- Fill out accurate reports.
- Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations.
- Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
- Facilitate all aspects of floor-training and BQM Training for the program.
- Responsible for self-skilling & certification during periods of un-activity (classroom)
- Supervise and coach learners in nesting & BQM type environments
- Facilitate multi-hour product, behavioral or tool change type learning experiences
- Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions.
- Coach and give feedback to trainees to help them fulfill performance metrics.
- Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution.
Qualifications:
- Earned a Bachelor’s degree in any field (Major in Education or Communication preferred)
- At least 2-3 years of work experience as a Trainer.
- Proficiency in German and English B2/C1 - must
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
- Strong English verbal and written communication skills
- Strategic in developing solutions and process improvements
- Willingness and ability to work in a shifting or graveyard schedule
Additional Information:
The role requires deep knowledge of POS (Point-of-Sale) devices, payments processing, troubleshooting workflows, merchant account support, terminal configuration, and basic KYC/verification processes.
The SME/Trainer will drive quality, accuracy, and operational efficiency, while mentoring frontline agents, delivering training, and supporting continuous process improvement and knowledge management activities.
Duties and Responsibilities
Operational Support & Escalations
- Serve as the point of escalation for frontline agents across Chat (80%), Email (15%), and Voice (5%) support channels.
- Handle complex, high-priority, or technical POS support cases requiring advanced troubleshooting and decision‑making.
- Ensure timely resolution of escalations in alignment with SLA, Quality, and CSAT targets.
- Provide floor support, live monitoring, and live assist for agents to resolve technical or merchant-related issues in real time.
- Identify POS outages, payment gateway downtime, connectivity failures, or software issues and raise immediate alerts to the concerned teams.
POS Product & Process Expertise
- Maintain deep knowledge of:
- POS device installation, activation, and configuration
- Connectivity (GPRS/Wi-Fi/LAN), pairing, and hardware troubleshooting
- Transaction flows (authorization, settlement, reversals, refunds)
- App updates, firmware patches, and payment gateway integrations
- Merchant onboarding basics & KYC document understanding
- Stay updated with new POS models, feature enhancements, and compliance updates applicable to merchants.
Training & Enablement Responsibilities
- Conduct new hire training
on:
- POS device handling & troubleshooting
- Payment flow processes
- Common merchant issues & resolution flows
- Customer handling and communication
- Deliver refresher training, upskill workshops, and process/policy update sessions for existing agents.
- Prepare and maintain training documents, SOPs, assessments, troubleshooting guides, and certification modules.
- Evaluate agents through assessments, simulations, and POS troubleshooting practical tests.
Knowledge Management
- Assist with creating, updating, and maintaining:
- Knowledge base articles
- Troubleshooting flowcharts
- SOPs and process documentation
- Quick‑reference guides and device manuals
- Ensure documentation accuracy in collaboration with Operations, QA, and Product teams.
Coaching & Quality Alignment
- Conduct coaching sessions to improve agent accuracy, troubleshooting capability, and communication skills.
- Partner with the Team Manager
and QA team
to:
- Conduct QA calibrations
- Perform agent shadowing
- Provide structured feedback sessions
- Identify skill gaps and recommend corrective training or process improvements.
Performance Insights & Process Improvement
- Monitor key operational metrics such as:
- FCR (First Contact Resolution)
- AHT (Average Handling Time)
- Error rates & repeat failures
- POS failure patterns, transaction drop ratio
- Recommend corrective actions and support continuous improvement initiatives.
Job Qualifications
Experience
- 1–2 years in a Call Center / BPO customer support role, preferably in payments, POS support, fintech, or merchant operations.
- Prior experience managing omni-channel support with a strong focus on Chat and Email.
Skills & Knowledge
- Strong understanding of:
- POS devices and payment transaction flows
- Basic KYC and merchant account setup
- Troubleshooting hardware and connectivity issues
- Refund/settlement workflows and dispute basics
- Excellent written and verbal communication skills.
- Ability to coach, mentor, and support frontline agents.
- Strong analytical and problem-solving mindset.
- Familiarity with CRM platforms (Zendesk, Salesforce, Freshdesk) and QA/WFM tools.
Behavioral Attributes
- Proactive, approachable, and team‑oriented.
- High attention to detail and commitment to quality.
- Able to thrive in a fast-paced support environment.
- Customer-focused with a strong sense of ownership.
Basic Regulations the Employee Should Be Aware Of
- Company employee handbook
- Labor health and safety rules
- Data security, privacy, and compliance guidelines
- Internal policies, SOPs, and operational procedures
