Experteer Overview
As Manager, CX Training u0026amp; QAi, you will design and deliver CX training across three brands and lead an AI-powered QA function. You’ll partner with general CX teams to raise skills, productivity, and service quality while leveraging AI insights to close gaps. This role blends people development, change management, quality assurance, and data-driven improvement at scale. You’ll shape programmes that align with customer experience goals and business objectives.

Compensaciones / Beneficios
• Design and maintain cross-brand CX training programmes for Xe, Ria, and Dandelion
• Create a global training plan and schedule for distributed teams
• Lead and develop the Training team (trainers, content writers/designers) to hit goals and KPIs
• Lead and manage the QAi team (2 people) and the AI-powered QA system across three brands
• Utilise QAi insights to identify training needs and measure impact
• Ensure QAi system configuration and evolution in line with business needs with vendors and stakeholders
• Provide regular CX Leadership reporting on training delivery, QA performance, and quality trends




• Monitor and coordinate training needs with Team Leaders and Operations Managers
• Undertake training needs assessments and translate findings into actionable learning plans
• Research and recommend learning, development, and QA tooling opportunities
• Identify process improvements to boost training and QA efficiency

Responsabilidades
• Experience supporting customers using digital online products and services
• Strong customer focus and commitment to high-quality service
• Excellent written and spoken communication skills
• Comfort in a fast-paced, target-driven environment
• Data-driven with ability to interpret performance metrics and drive improvements
• Experience with QA tools or AI-powered performance insight platforms
• Ability to build deep domain knowledge across Xe, Ria, and Dandelion
• Ability to collaborate across a global, multi-brand team and raise the bar
• Proven ability to manage small specialist teams and develop individuals

Requisitos principales
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📌 Global Training & QA Manager (Alcobendas)
🏢 Xe.com
📍 Alcobendas