Customer Experience Manager – Training & QA (AI)

About the role

We are seeking an experienced Manager to lead Training and Quality Assurance for a global Customer Experience organization. The role blends learning design, AI‑driven coaching, change management, and people leadership to ensure agents deliver exceptional service across digital and voice channels.

Key responsibilities

• Design, deliver and continuously improve onboarding and ongoing training programs for global CX teams.
• Lead a team of Trainers, Content Specialists and Quality Analysts.
• Manage an AI‑powered Quality Assurance program that monitors interactions and surfaces coaching opportunities.
• Use QA insights and performance data to identify skill gaps and create targeted training initiatives.
• Develop annual and ongoing training plans that balance operational needs with employee development.
• Monitor training effectiveness through KPIs, quality scores and operational metrics.
• Partner with Operations Managers and Team Leaders to boost customer satisfaction, productivity and service quality.
• Produce regular reports and dashboards for senior leadership on training effectiveness, QA trends and performance improvements.
• Collaborate with vendors and internal stakeholders to maximise AI‑enabled quality monitoring tools.

Required profile

• Experience managing Learning & Development, Training or Quality Assurance functions within a Customer Experience or Contact Centre environment.
• Proven ability to lead small teams and coach customer‑facing employees.
• Strong analytical skills with the ability to translate data into actionable coaching.
• Excellent communication and stakeholder management abilities.
• Background in fast‑paced, customer‑centric organisations.
• Preferred experience in Payments, FinTech, Banking or Digital Products.
• Experience supporting geographically distributed teams and managing training across multiple business units or regions.

Required skills

• Observe.AI
• Cresta
• MaestroQA
• CallMiner
• NICE Enlighten