Global CX Training & QA Leader (AI-Driven)

Dandelion Payments; Madrid; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

Dandelion Payments seeks a Manager of CX Training & QAi to own the development and delivery of CX, services and product training across Xe, Ria Money Transfer, and Dandelion CX teams. The role supports customer interactions across digital and voice channels and spans globally.

You will lead a two-person QAi team, integrate AI-powered QA insights, and collaborate with global brand teams to ensure training aligns with customer experience goals and business objectives.

Formación

• Experience designing and delivering enterprise training for multi-brand CX teams.
• Proven ability to translate customer needs into scalable training programs.
• Strong data-driven approach to measure training impact and quality.

Responsabilidades

• Design and maintain training programmes across Xe, Ria Money Transfer, and Dandelion brands.
• Create and manage an operational training plan including prescribed and on-demand content.
• Lead and develop the Training team (trainers and content designers).
• Oversee the QAi team and the AI-powered QA system across brands.
• Use insights from QAi to identify skills gaps and drive improvements.
• Provide regular reporting to CX leadership on training delivery and QA performance.

Conocimientos

Training management

QA tools

AI-powered QA

Team leadership

Data analysis

Customer experience

Herramientas

QA tooling

AI platforms

Descripción del empleo

Dandelion Payments seeks a Manager of CX Training & QAi to own the development and delivery of CX, services and product training across Xe, Ria Money Transfer, and Dandelion CX teams. The role supports customer interactions across digital and voice channels and spans globally.

You will lead a two-person QAi team, integrate AI-powered QA insights, and collaborate with global brand teams to ensure training aligns with customer experience goals and business objectives.