Head of Quality & Training – Global Customer Care Operations

About the Role

We are seeking a transformational leader to own Quality and Learning across a 200+ agent global customer care operation. This is a strategic role focused on elevating QA and Training functions into performance engines that directly influence CSAT, FCR, productivity, and operational scalability. You will manage two managers and their teams, with success measured by your ability to build world-class frameworks, leverage AI-driven insights, develop future leaders, and create measurable business impact.

Quality Assurance Responsibilities

• Design and evolve QA frameworks and scorecards grounded in COPC standards
• Build robust quality monitoring programmes across chat, email, and social with consistent calibration and statistically valid sampling
• Own root-cause analysis to identify systemic gaps impacting CSAT and FCR, and drive corrective action
• Deploy AI-powered quality tools including automated scoring, text analytics, and sentiment analysis to increase QA coverage and insight depth

Training & Development Responsibilities

• 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 multi-market, multi-language operations
• Integrate AI into the agent experience, including AI copilots, real-time assist tools, and AI-augmented learning paths
• Measure training effectiveness and iterate based on speed-to-competency, post-training CSAT lift, and knowledge retention

Leadership & Governance Responsibilities

• 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 primary levers
• Establish QA and training governance for BPO/external partners as the operation scales
• Present insights and strategic recommendations to senior leadership and influence stakeholders across Operations, Product, Workforce Management, Knowledge Management, and Technology

Required Qualifications

• 8+ years in contact centre QA and/or Training, with 3+ years in senior leadership managing both functions
• Experience operating 200+ agent environments, ideally 24/7, multi-channel, and multi-language
• Deep working knowledge of COPC standards with proven track record of applying them to improve performance
• Strong data and analytics capability to build scorecards, interpret trends, and make evidence-based decisions
• Hands-on experience implementing AI tools for quality management and/or agent enablement
• Proven ability to design and deliver new-hire and performance-based training programmes at scale
• Experience managing or onboarding external/BPO partners from quality and training perspectives
• Track record of mentoring junior managers into capable, autonomous leaders
• Advanced English proficiency (Spanish language is a plus)

Nice to Have

• COPC certification (Registered Coordinator or above)
• Experience in telecoms, eSIM, connectivity, or travel tech
• Familiarity with Intercom, Zendesk, or similar CRM/helpdesk platforms
• Experience with LMS platforms and content authoring tools
• Six Sigma, Lean, or process improvement certification