Training and Quality Assurance Officer – Merchant Services & AI Enablement

About the role

The Training and Quality Assurance Officer will design and deliver training programs, monitor service quality, and drive AI adoption to improve operational efficiency for Merchant Services. The role supports staff handling POS terminals, Soundbox devices, QR Code payments, and AI‑powered tools.

Key responsibilities

• Design, develop and deliver onboarding, refresher and advanced training for Merchant Support staff.
• Create AI literacy programs and train employees on AI applications for support, data analysis and automation.
• Conduct quality audits of calls, emails, chats and cases, providing coaching and feedback.
• Analyze support trends, recommend process improvements and support AI‑driven automation projects.

Required profile

• Bachelor's degree in Business Administration, Banking, IT, Education, Data Analytics or related field.
• Minimum 3 years of experience in training, quality assurance, customer service or merchant support.
• Experience with merchant acquiring, POS, QR payments or digital payment solutions is preferred.
• Strong presentation, communication and coaching skills.

Required skills

• Knowledge of AI tools such as Microsoft Copilot, ChatGPT and AI automation solutions.
• Familiarity with POS terminals, Soundbox devices and QR Code payment services.
• Proficiency in Microsoft Office and AI‑enabled productivity tools.