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.

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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 integral 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

📌 Global Training QA Manager (Alcobendas)
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📍 Alcobendas