Global CX Training & AI QA Leader

Pump Dynamics; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Pump Dynamics is seeking an experienced Manager – CX Training & Quality Assurance (AI) to lead the learning, development, and quality strategy for its global Customer Experience organization.

The role combines training leadership, QA, change management, AI-driven coaching, and people management to ensure customer-facing teams have the knowledge and tools for exceptional service across digital and voice channels.

Formación

• Experience leading Learning & Development or QA in Customer Experience/Contact Centre.
• Strong coaching skills and data-driven decision making.
• Experience working with AI-enabled QA or coaching tools.

Responsabilidades

• Design, deliver, and improve onboarding and ongoing training programs for global CX 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 training plans balancing operations and employee development.
• Monitor training effectiveness through KPIs, QA scores, and performance metrics.
• Produce reports and dashboards on training effectiveness, QA trends, and improvements for senior leadership.
• Collaborate with Operations and Product leaders to enhance service quality.
• Coordinate with vendors and stakeholders to maximize value of AI-enabled monitoring tools.

Conocimientos

Learning & Development leadership

Quality Assurance

AI-enabled coaching

People management

Change management

Herramientas

Observe.AI

Cresta

MaestroQA

CallMiner

NICE Enlighten

Descripción del empleo

Pump Dynamics is seeking an experienced Manager – CX Training & Quality Assurance (AI) to lead the learning, development, and quality strategy for its global Customer Experience organization.

The role combines training leadership, QA, change management, AI-driven coaching, and people management to ensure customer-facing teams have the knowledge and tools for exceptional service across digital and voice channels.