Training & Quality Assurance Program Manager, Customer Experience

📋 Description

• Lead Training & QA Programs for CX teams.
• Align QA and training with CX strategies and priorities.
• Analyze quality data to drive improvements in agent performance.
• Oversee vendor calibration and multilingual training initiatives.
• Promote automation and learning innovations across programs.
• Coach and develop CX training and QA teams globally.

🎯 Requirements

• 5+ years of Training and QA for CX teams.
• 2+ years leading training/QA programs and managing teams.
• Experience with LMS systems.
• Experience with QA tools.
• Proficiency in English, Brazilian Portuguese, and Spanish.
• Experience launching global training/QA projects.

🎁 Benefits

• Pay range: $87,724–$109,654 USD.
• Pay and rewards include bonuses and retirement matching.
• Time-off programs and health benefits.
• Hybrid work environment in SF, CA.
• Global, diverse team and growth opportunities.