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About the Role
You are responsible for the quality of our collection processes and teams. You develop trainings and document processes that empower your colleagues to work with consistently high quality. Based on sample findings, you analyze weaknesses, identify potential for improvement, and implement them directly into optimized trainings and processes. You are the interface between operational work and quality assurance, with a focus on measurable results and continuous improvement.
Responsibilities
- Develop, implement, and optimize training and learning paths.
- Analyze team weaknesses through regular sample analysis and implement improvements into new training.
- Document, update, and expand process documentation to include additional European markets (e.g., UK).
- Build and structure a knowledge database that also serves as a basis for AI-powered tools.
- Support the Quality Management department with AI-powered processes.
- Utilize KPI reporting for continuous improvement of quality standards.
- Collaborate cross-functionally with teams from other entities and squads to anchor processes and documentation locally.
Requirements
- Minimum of 3+ years of experience at a senior level in Training & Documentation and/or Quality Management.
- Fluent communication skills in English; German language skills are a strong advantage.
- Experience with Learning Management Systems or learning path design.
- Familiarity with process documentation and process optimization.
- Strong understanding of internationally varying legal requirements, ideally in Collections / Data Protection.
- Basic understanding of AI-powered tools like Claude and their practical application.
- Independent, structured work style with an ownership mentality and strong written and verbal communication skills.
- Experience in the debt collection industry or other strictly regulated industries (Legal, Finance, Compliance) is a plus.
- Knowledge of another European language is a plus.
- Experience with debt collection in the UK and its regulatory requirements is a plus.
- Familiarity with SharePoint and the Microsoft 365 ecosystem is a plus.
- Experience with Instructional Design (ID) frameworks, content management, or knowledge engineering is a plus.
Skills
- Training & Documentation
- Quality Management
- English
- German
- Learning Management Systems
- Learning Path Design
- Process Documentation
- Process Optimization
- Legal Requirements
- Data Protection
- AI Tools
- Communication Skills
- Instructional Design
- Content Management
- Knowledge Engineering
Location
- Berlin-Charlottenburg
Work Type
- Hybrid
- Full-time
Experience Level
- Senior-Level
- Mid-Level
Salary/Compensations
- € 47,000 - 57,000 per year
Benefits
- Permanent employment contract
- Flexible working hours
- 28 vacation days
- Subsidy for Deutschlandticket
- Access to Corporate Benefits
- Annual summer and winter party in Berlin
- Regular team events
- Individual further training budget
- Language courses
About the Company
- PAIR Finance is rethinking debt collection with its digital debt collection solution, characterized by a high standard of customer orientation and efficiency.
- Utilizing artificial intelligence, technology meets psychology, enabling individualized and uncomplicated action throughout the entire debt collection process.
- Supported by one of the most renowned private equity firms in the fintech sector, Pollen Street, and partnerships with other investors like Zalando Payments, PAIR Finance offers an excellent opportunity to dive deep into the fintech industry and actively shape it.
Equal Opportunity
- PAIR Finance is an equal opportunity employer.
- We value a diverse team and an inclusive culture.
- We welcome applications from all qualified individuals, regardless of ethnic origin, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.