Global CX Training & AI QA Leader

Pump Dynamics; Coslada; Presencial; EUR 65.000 - 90.000; Jornada completa

Descripción de la vacante

Pump Dynamics seeks an experienced Manager – CX Training & Quality Assurance (AI) to shape learning, development, and quality strategy for a global Customer Experience organization. You will lead onboarding, ongoing training, and an AI-powered QA program across digital and voice channels.

You will mentor Trainers and Quality Analysts, partner with Operations and Product leaders, and drive improvements through data, dashboards, and KPI monitoring while scaling programs for distributed teams.

Formación

• Experience leading Learning & Development, Training, or Quality Assurance in a Customer Experience/Contact Centre.
• Experience leading small teams.
• Strong coaching and people development capabilities.
• Experience using quality monitoring tools and performance metrics.
• Strong analytical ability to translate data into coaching actions.
• Excellent communication and stakeholder management skills.

Responsabilidades

• Design, deliver, and continuously improve onboarding and ongoing training for global CX teams.
• Lead a team of Trainers, Content Specialists, and Quality Analysts.
• Manage an AI-powered QA program monitoring customer interactions and coaching opportunities.
• Use QA insights and performance data to close skill gaps with targeted training.
• Develop annual and ongoing training plans balancing operations and development.
• Monitor training effectiveness via KPIs, quality scores, and performance metrics.
• Partner with Operations Managers and Team Leaders to improve satisfaction, productivity, and service quality.
• Produce reports and dashboards for senior leadership on training and QA trends.
• Collaborate with vendors and stakeholders to maximise AI-enabled monitoring tools.
• Drive continuous improvement across learning, coaching, and quality processes.

Conocimientos

Learning & Development

Quality Assurance

Coaching

Team leadership

Analytics

Stakeholder management

Herramientas

Observe.AI

Cresta

MaestroQA

CallMiner

NICE Enlighten

Descripción del empleo

Pump Dynamics seeks an experienced Manager – CX Training & Quality Assurance (AI) to shape learning, development, and quality strategy for a global Customer Experience organization. You will lead onboarding, ongoing training, and an AI-powered QA program across digital and voice channels.

You will mentor Trainers and Quality Analysts, partner with Operations and Product leaders, and drive improvements through data, dashboards, and KPI monitoring while scaling programs for distributed teams.