About the Role

We are looking for an experienced Manager – CX Training & Quality Assurance (AI) to lead the learning, development, and quality strategy for a global Customer Experience organization.

This role combines training leadership, quality assurance, change management, AI-driven coaching, and people management. You will ensure customer-facing teams have the knowledge, skills, and tools to deliver an exceptional customer experience across digital and voice channels.

You will lead a team responsible for training delivery and AI-powered quality assurance while partnering with Operations, Product, and Customer Experience leaders to continuously improve service quality, agent performance, and customer outcomes.

Para una comprensión completa de esta oportunidad y de lo que se requerirá para ser un candidato exitoso, siga leyendo.

This is an excellent opportunity for someone who enjoys building scalable learning programs, leveraging AI insights, and developing high-performing customer support teams.

Responsibilities

- Design, deliver, and continuously improve onboarding and ongoing training programs for global Customer Experience teams.
- Lead a team of Trainers, Content Specialists, and Quality Analysts.
- Manage an AI-powered Quality Assurance program that monitors customer interactions and identifies coaching opportunities.
- Use QA insights and performance data to identify skill gaps and develop targeted training initiatives.
- Develop annual and ongoing training plans that balance operational requirements with employee development.
- Monitor training effectiveness through KPIs, quality scores, and operational performance metrics.
- Partner with Operations Managers and Team Leaders to improve customer satisfaction,



productivity, and service quality.
- Produce regular reports and dashboards for senior leadership on training effectiveness, QA trends, and performance improvements.
- Work with vendors and internal stakeholders to maximize the value of AI-enabled quality monitoring tools.
- Drive continuous improvement across learning, coaching, and quality assurance processes.

Requirements

Essential

- Experience managing Learning & Development, Training, or Quality Assurance functions within a Customer Experience or Contact Centre environment.
- Experience leading small teams.
- Strong background in coaching and developing customer-facing employees.
- Experience using quality monitoring tools and performance metrics.
- Strong analytical skills with the ability to translate data into coaching actions.
- Excellent communication and stakeholder management skills.
- Experience working in fast-paced, customer-centric organizations.

Highly Preferred

- Experience within Payments, FinTech, Banking, Financial Services, FX, or Digital Products.
- Experience with AI-powered QA or conversation intelligence platforms (Observe.AI, Cresta, MaestroQA, CallMiner, NICE Enlighten, etc.).
- Experience supporting geographically distributed teams.
- Experience managing training across multiple business units or regions.

Adecuado Candidate

Were looking for someone who:

- Enjoys coaching and developing people.
- Has managed both Training and QA functions.
- Is comfortable working with AI-enabled performance tools.
- Can influence senior stakeholders through data and insights.
- Thrives in global, fast-paced environments. xqziphu
- Enjoys improving customer experience through learning and operational excellence.

📌 Global Training QA Manager (Madrid)
🏢 MindMatch
📍 Madrid