Training & QA Program Manager

Job Summary

A company is looking for a Training & Quality Assurance Program Manager for the Customer Experience team.

Key Responsibilities

• Manage training and quality assurance programs, including audits and skill enhancement for agents
• Align QA and learning programs with organizational goals and customer experience strategies
• Analyze operational data to identify trends and improve customer satisfaction and agent performance

Required Qualifications

• 5+ years of experience in Training and Quality Assurance for Customer Experience teams
• 2+ years of experience in leading training and quality programs
• Experience with LMS systems and Quality Assurance tools
• Proficiency in English, Brazilian Portuguese, and Spanish
• Experience in analyzing quality data and mentoring team members