KI Trainer & Quality Specialist

About the role

We're seeking a Quality Manager & Trainer to support our Product Support team in Berlin. In this role, you'll be key to quality assurance and development of our AI-powered support processes, analyzing AI-generated responses, developing training concepts, and coaching new colleagues with a focus on modern AI tools.

What you'll do

• Analyze AI-generated responses and support interactions, deriving concrete optimization measures
• Onboard new Product Support colleagues and provide coaching focused on confident use of AI-powered tools
• Develop and implement training concepts for our products and AI tool usage in customer support
• Analyze existing processes, identify optimization potential, and implement improvements to increase customer satisfaction and simplify daily workflows
• Collaborate closely with Product Support Managers and the Product & Tech teams

What you'll need

• Outstanding communication skills with excellent written and verbal expression, ability to give and receive constructive feedback
• Training and coaching competence with initial experience conducting trainings and creating training concepts
• Technical affinity with confident use of common office applications (e.g., GSuite)
• Team player qualities with genuine joy in sharing knowledge and working collaboratively
• Very good German skills (minimum C1) and good English skills (minimum B2)

Nice to have

• Experience in customer service, IT support, or technical consulting
• Openness to new technologies like AI tools and ability to explain their practical benefits to others
• Initial experience with prompt engineering, data annotation, or quality assessment of AI outputs

What they offer

• Company-sponsored Germany ticket for office or hybrid work
• 28 vacation days plus 1 additional day per full employment year (max 30 days)
• Opportunity to work 10 days per year from abroad
• Company health insurance with additional benefits
• Company pension plan with 40% employer contribution
• Comprehensive development opportunities including e-learning programs and AI tool training