Head of Quality & Training

What you will do

• Quality Assurance
• Design and evolve QA frameworks and scorecards grounded in COPC standards.
• Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.
• Own root-cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.
• Deploy AI-powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.
• Create a competency framework covering all customer-facing roles and career paths.
• Design leadership development programmes for Team Leaders and Managers.
• Drive a culture of continuous learning through data-driven coaching and AI-enhanced learning experiences.
• Training & Development
• Own the full training lifecycle: new-hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.
• Build scalable training infrastructure (LMS, playbooks, certifications) for a multi-market, multi-language operation.
• Integrate AI into the agent experience — including AI copilots, real-time assist tools, and AI-augmented learning paths — and ensure agents are trained to work effectively alongside these tools.
• Measure training effectiveness (speed-to-competency, post-training CSAT lift, knowledge retention) and iterate.
• Leadership & Governance
• Mentor and develop the Manager of QA and Manager of Training into high-performing leaders.
• Own CSAT and FCR delivery using QA and Training as the primary levers.
• Establish QA and training governance for BPO/external partners as the operation scales.
• Present insights and strategic recommendations to the Director of Customer Care and senior leadership.
• Act as the executive owner of Quality and Learning transformation initiatives.
• Influence senior stakeholders across Operations, Product, Workforce Management, Knowledge Management, and Technology.
• Build annual roadmaps and business cases for investments in Quality, Learning, and AI capabilities.

Must Have

• 8+ years in contact centre QA and/or Training, with 3+ years in a senior leadership role managing both functions.
• Experience in operations of 200+ agents, ideally 24/7, multi-channel, and multi-language.
• Deep working knowledge of COPC standards with a track record of applying them to improve performance.
• Strong data and analytics capability — you build scorecards, interpret trends, and make decisions grounded in evidence.
• Hands-on experience implementing AI tools for quality management and/or agent enablement (not just awareness).
• Proven ability to design and deliver new-hire and performance-based training programmes at scale.
• Experience managing or onboarding external/BPO partners from a quality and training perspective.
• Track record of mentoring junior managers into capable, autonomous leaders.
• Advanced English proficiency (Spanish language is a plus).

Nice to Have