Training & Development Specialist
Training & Development Specialist
Role Purpose
The CX Training & Development Specialist ensures that all CX teams (Back Office, Digital Coaching Centers/Branches, Dealer Support) receive consistent, high-quality training aligned with Iute Group standards. The role supports the company’s digital transformation by enabling staff to guide customers toward MyIute and deliver excellent service across all channels.
Key Responsibilities
· Training & Onboarding
· Design and deliver onboarding training for new CX staff.
· Provide ongoing product, process, compliance, and soft-skills training.
· Organize monthly/quarterly refreshers and knowledge checks.
· Coordination with Head Office (Estonia)
· Implement Group Training & Learning Standards locally.
· Adapt Group training materials for Albania and ensure consistency.
· Report training progress, needs, and gaps to Group CX / Group Training Team.
· Participate in Group-led workshops, audits, and learning initiatives.
· Continuous Development
· Identify skill gaps using QA results, KPIs, and supervisor feedback.
· Prepare coaching sessions and targeted development plans.
· Maintain and update all CX procedures, scripts, manuals, FAQs.
· Manage the CX intranet training workspace.
· Digital Adoption (MyIute Focus)
· Ensure all staff are trained on MyIute features and digital customer journeys.
· Develop materials and scripts to help branches act as digital coaching centers.
· Work with Product/CX Leads to improve digital customer education.
· Insights & Quality Collaboration
· Support VOC initiatives, NPS detractor callbacks, mystery shopping.
· Turn customer insights into training improvements.
Key KPIs
· Training completion rate
· Improvement in QA scores and agent KPIs
· Reduction of repeat errors/complaints
· Time-to-competency for new hires
· MyIute adoption improvements driven by staff coaching
Skills & Experience
· 2+ years in CX, call center, training, QA or similar roles
· Strong communication, facilitation, and coaching skills
· Ability to simplify complex information
· Experience in financial services or fintech (advantage)
· High digital literacy (CRM, CX tools)
Interested candidates can send their CV by 20.12.2025 to: By sending your CV to the email address , you give your consent for the processing of your personal data by IuteCredit Albania in accordance with the requirements of Law 124/2024 “On the Protection of Personal Data”, solely for the purpose for which you have voluntarily provided this data. IuteCredit Albania takes appropriate measures to ensure the secure processing of your personal data. For more information, please refer to our Privacy Policy.