Global CX Training & AI QA Leader

Confidential; Madrid; Presencial; EUR 70.000 - 100.000; Jornada completa

Descripción de la vacante

Confidential, based in Madrid, seeks an experienced Manager – CX Training & Quality Assurance (AI) to lead learning, development, and the quality strategy for a global Customer Experience organization.

You will guide training delivery and an AI-powered QA program, partnering with Operations, Product, and CX leaders to continuously improve service quality and agent performance across digital and voice channels.

Formación

• Experience leading Learning & Development, Training, or Quality Assurance in CX/Contact Centre.
• Proven track record of coaching and developing customer-facing staff.
• Strong ability to translate data into coaching actions and improvements.
• Excellent communication and stakeholder management in fast-paced environments.
• Experience with AI-powered QA or analytics-driven quality monitoring is a plus.

Responsabilidades

• Design and deliver onboarding and ongoing training for global CX teams.
• Lead a team of Trainers, Content Specialists, and Quality Analysts.
• Oversee AI-powered Quality Assurance program and coaching opportunities.
• Use QA insights to close skill gaps and plan targeted training initiatives.
• Develop annual and ongoing training plans balancing operations and development.
• Monitor training effectiveness with KPIs, QA scores, and performance metrics.
• Collaborate with Operations and Team Leaders to improve customer satisfaction.
• Prepare regular leadership reports on training and QA trends.
• Coordinate with vendors and internal stakeholders to maximise AI-enabled tools.

Conocimientos

Coaching

People management

Quality assurance

Training leadership

Analytics

Stakeholder management

Communication

Team leadership

AI QA tools

Herramientas

Observe.AI

Cresta

MaestroQA

CallMiner

NICE Enlighten

Descripción del empleo

Confidential, based in Madrid, seeks an experienced Manager – CX Training & Quality Assurance (AI) to lead learning, development, and the quality strategy for a global Customer Experience organization.

You will guide training delivery and an AI-powered QA program, partnering with Operations, Product, and CX leaders to continuously improve service quality and agent performance across digital and voice channels.