Global Support Trainer

THE ROLE

The Trainer – Training & Quality Assurance makes sure our Global Support Agent (GSA) and Global Support Expert (GSE) teams have the knowledge and skills to deliver a consistent, high-quality customer experience. The role combines training delivery, quality monitoring and coaching: you prepare new hires, evaluate interactions against our standards, close learning gaps, and work with Operations to drive continuous improvement.

WHAT WILL YOU WORK ON?

• Training and development
  • Deliver new-hire onboarding: induction, product knowledge, booking and rental policies, systems, processes and customer service skills.
  • Run refresher, upskilling and targeted sessions when operational needs, policies, products or tools change.
  • Build and maintain training materials: presentations, facilitator guides, job aids, assessments and knowledge-based content, kept in line with current processes.
  • Assess trainee competency through quizzes, practical exercises and role-plays, and certify readiness for production.
  • Follow trainees through classroom training, nesting and transition to production until they reach proficiency targets.

• Quality assurance
  • Evaluate a regular sample of calls, chats and emails per agent against the QA scorecard.
  • Check compliance with company SOPs and, where applicable, regulatory guidelines.
  • Identify recurring errors, process gaps, knowledge gaps and behavioral trends affecting customer experience.
  • Lead calibration sessions with Team Leaders and Operations so standards are applied consistently.
  • Keep the QA scorecard and guidelines up to date and escalate critical quality or compliance issues to the right stakeholders.

• Coaching and performance improvement
  • Work with Team Leaders and Hub Managers to identify individual and team performance gaps.
  • Give evidence-based feedback and run 1:1 coaching based on assessment and QA findings.
  • Build action plans for agents below standard and follow up until improvement is sustained.
  • Track coaching effectiveness through quality scores, knowledge retention, productivity and other KPIs.

• Reporting and continuous improvement
  • Publish regular reports on training completion, assessment results, QA scores, recurring defects, new-hire ramp-up and learning needs.
  • Analyze training and quality data to spot trends and recommend improvements to training, procedures, quality standards and coaching.
  • Support the rollout of new processes, product updates and system changes with the right training and quality checks.
  • Take part in continuous improvement projects on competency, efficiency, compliance and customer satisfaction.

• Compliance and documentation
  • Keep training records, scorecards, coaching logs and materials accurate, current and audit ready.
  • Handle employee, customer and business information confidentially.
  • Support internal and external audits on training, quality and compliance.

• Compliance Responsibilities
  • Promote a strong customer-focused culture across the team
  • Ensure documented procedures are consistently followed
  • Maintain accurate records to support traceability and audit readiness
  • Escalate compliance, safety, or reputational risks in a timely manner
  • Embody the organization’s values and serve as an Indie Camper’s role model in all interactions and
  responsibilities

WHO ARE WE LOOKING FOR?

• Education:

  • Bachelor's degree in Education, Communication, Business Administration, Psychology, or a related field is preferred. Equivalent relevant experience may be considered.

• Experience:

  • At least 2 years of experience in training, quality assurance, coaching, or a related operational role;
    combined experience in training and quality is an advantage.

  • Experience in a customer service, contact center, shared services, or other performance-driven
    environment.

  • Strong facilitation, presentation, communication, and interpersonal skills.

  • Good analytical skills, including the ability to interpret quality results, identify trends, and
    recommend appropriate interventions.

  • Demonstrated ability to provide constructive feedback and coach employees toward measurable
    improvement

  • Strong organizational skills, attention to detail, and the ability to manage multiple priorities.

  • Ability to work independently and collaboratively with cross-functional teams.

• Technical / Job-Specific Skills

  • Training facilitation and instructional design and delivery

  • Familiarity with helpdesk and contact-center tools (e.g. Zendesk, Salesforce,)

  • Quality Monitoring and evaluation

  • Ability to analyze metrics, identify trends, and implement service improvements

  • Understanding of travel service standards, policies, and operational workflows

• Leadership & Behavioral Competencies

  • Ability to motivate a high-performing customer support team and maintain engagement

  • Excellent communication and conflict-resolution abilities

  • Calm, decisive, and solution-focused under pressure

  • Customer-centric mindset with a focus on positive outcomes

  • Strong problem-solving, decision-making, and accountability skills

  • Ability to drive continuous improvement initiatives and adopt best practices

KPIS & AUTHORITY

• KPIs: Training completion and attendance, Assessment and certification pass rate, QA score and trend, Coaching effectiveness, Schedule and reporting adherence, Stakeholder feedback

THE INDIE COMMITMENT

• A dynamic position in a young, fast-growing and innovative company.
• At Indie Campers, no two days are the same and your contribution makes a difference;
• Continuous training and coaching by senior managers to develop your skills;
• Competitive package , and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability and internal policy).