In a nutshell.
At Check, our Support team mainly consists of university students who combine their studies with a part-time role at Check. This creates a dynamic environment in which people join regularly, develop quickly and need clear guidance to perform at their best.
As our
Learning & Performance Specialist, you will own the learning and performance journey within Support. You will design an effective onboarding program, keep knowledge and skills up to date and help our Support Agents continuously improve through coaching, quality monitoring and targeted training.
The role.
- Own and continuously improve the onboarding programme for new Support Agents.
- Design and facilitate practical training sessions, workshops and refresher courses.
- Create clear learning materials, playbooks, knowledge articles and e-learning content.
- Help students become confident and productive within a short period of time.
- Monitor conversations and cases to assess quality and identify development opportunities.
- Translate customer feedback, performance data and recurring mistakes into targeted coaching and training.
- Conduct individual and group coaching sessions for Support Agents.
- Work closely with Support Leads to set quality standards and improve team performance.
- Help agents stay up to date with changes to products, processes and policies.
- Measure the impact of learning initiatives and continuously improve your approach.
- Build a learning culture in which feedback, ownership and development are part of everyday work.
Requirements.
- At least 1–3 years of experience in learning and development, quality assurance, coaching, customer support or a similar role.
- Experience designing and delivering onboarding or training programmes.
- An engaging facilitation style that connects well with a young, ambitious student workforce.
- The ability to give clear, constructive and motivating feedback.
- A data-driven mindset and the ability to turn performance insights into practical improvements.
- Strong organizational skills in an environment with changing schedules
- Excellent written and verbal communication skills in Dutch and English.
- A hands-on attitude: you enjoy creating content, delivering training and coaching people directly.
