About the Role
We are looking for an experienced Manager – CX Training & Quality Assurance (AI) to lead the learning, development, and quality strategy for a global Customer Experience organization.
This role combines training leadership, quality assurance, change management, AI-driven coaching, and people management. You will ensure customer-facing teams have the knowledge, skills, and tools to deliver an exceptional customer experience across digital and voice channels.
You will lead a team responsible for training delivery and AI-powered quality assurance while partnering with Operations, Product, and Customer Experience leaders to continuously improve service quality, agent performance, and customer outcomes.
This is an excellent opportunity for someone who enjoys building scalable learning programs, leveraging AI insights, and developing high-performing customer support teams.
Responsibilities
- Design, deliver, and continuously improve onboarding and ongoing training programs for global Customer Experience teams.
- Lead a team of Trainers, Content Specialists, and Quality Analysts.
- Manage an AI-powered Quality Assurance program that monitors customer interactions and identifies coaching opportunities.
- Use QA insights and performance data to identify skill gaps and develop targeted training initiatives.
- Develop annual and ongoing training plans that balance operational requirements with employee development.
- Monitor training effectiveness through KPIs, quality scores, and operational performance metrics.
- Partner with Operations Managers and Team Leaders to improve customer satisfaction, productivity, and service quality.
- Produce regular reports and dashboards for senior leadership on training effectiveness, QA trends, and performance improvements.
- Work with vendors and internal stakeholders to maximize the value of AI-enabled quality monitoring tools.
- Drive continuous improvement across learning, coaching, and quality assurance processes.
Requirements
Essential
- Experience managing Learning & Development, Training, or Quality Assurance functions within a Customer Experience or Contact Centre environment.
- Experience leading small teams.
- Strong background in coaching and developing customer-facing employees.
- Experience using quality monitoring tools and performance metrics.
- Strong analytical skills with the ability to translate data into coaching actions.
- Excellent communication and stakeholder management skills.
- Experience working in fast-paced, customer-centric organizations.
Highly Preferred
- Experience within Payments, FinTech, Banking, Financial Services, FX, or Digital Products.
- Experience with AI-powered QA or conversation intelligence platforms (Observe.AI, Cresta, MaestroQA, CallMiner, NICE Enlighten, etc.).
- Experience supporting geographically distributed teams.
- Experience managing training across multiple business units or regions.
Ideal Candidate
We're looking for someone who:
- Enjoys coaching and developing people.
- Has managed both Training and QA functions.
- Is comfortable working with AI-enabled performance tools.
- Can influence senior stakeholders through data and insights.
- Thrives in global, fast-paced environments.
- Enjoys improving customer experience through learning and operational excellence.