Training & Quality Assurance Program Manager, Customer Experience

📋 Description

• Oversee CX training and QA programs for global operations
• Design, implement, and continuously improve training and QA processes
• Collaborate with vendors and cross-teams to align QA and CX priorities
• Analyze QA data to drive improvements in agent performance
• Lead multilingual training initiatives and vendor calibration
• Report to Senior Manager of Quality Assurance and support global teams

🎯 Requirements

• 5+ years of training and QA experience for CX teams
• 2+ years leading training and QA programs with internal/outsourced teams
• Experience with LMS systems
• Experience with QA tools
• Fluency in English, Brazilian Portuguese, and Spanish
• Experience delivering global training programs and analyzing quality data

🎁 Benefits

• Pay range: $79,000–$99,000 USD (Los Angeles)
• Hybrid work options
• Total rewards package including bonuses and retirement benefits