Manager of CX Training & QA

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 is a global payments infrastructure business and the technology engine behind some of the world’s most trusted money transfer brands. We power the customer experience for Xe, Ria Money Transfer, and Dandelion, three distinct brands united by a shared commitment to making cross-border payments simple, transparent, and accessible for everyone.

At Dandelion Payments, our CX teams are at the heart of what we do and this role sits at the intersection of people development, change management, quality assurance, and AI-powered insight across all three brands.

Our Values:

• COMMITMENT – is the first step in our journey toward a best-in-class foreign exchange and cross-border payments experience.
• ACCOUNTABILITY – turning our words into action by holding ourselves accountable.
• RESPECT – is an act of humility, grounded in giving rather than receiving, fostering a respectful environment, which starts with leading by example.
• EVOLUTION – each day is a chance to grow, to adapt and to push our boundaries, starting every day with the drive to evolve, renew and rise to the next level.

What you’ll do:

As the Manager of CX Training & QAi, you will own the development and delivery of CX, services and product training across our Xe, Ria Money Transfer, and Dandelion CX teams ensuring our team can confidently and accurately support customers across digital and voice channels. Our CX teams span a variety of functions including Customer Care, Agent Support, Agent Help Desk and Complaints Management and are distributed across multiple locations worldwide.

Working alongside your Training team, you will identify training needs, build training plans, and deploy effective programmes to improve skills, productivity, and quality of work across all three brands. You will also lead our QAi function - a two-person team supported by an AI-powered quality assurance tool that monitors rep interactions, surfaces insights on training needs, and measures training effectiveness in near real time.

You will track the impact of training initiatives and stay close to developments in both the training landscape and AI-driven QA tooling, ensuring our programmes remain aligned with customer experience goals, business objectives, and individual development needs across Xe, Ria, and Dandelion.

• Design and maintain training programmes that ensure Care Representatives across Xe, Ria Money Transfer, and Dandelion have the skills and behaviours to perform to the required standard, balancing training outcomes with operational requirements.
• Create an operational training plan and schedule covering both prescribed and on-demand programmes across our globally distributed, multi-brand CX teams.
• Lead, manage and develop the Training team, including trainers and content writers/designers, coaching them to achieve individual goals and team KPIs.
• Lead and manage the QAi team (x2), overseeing the day-to-day operation and continuous improvement of our AI-powered quality assurance system across all three brands.
• Use QAi insights to identify training needs, close skills gaps, and assess the effectiveness of delivered training programmes.
• Ensure the QAi system is configured, maintained and evolving in line with business needs — working with vendors and internal stakeholders to maximise its value.
• Provide regular reporting to CX Leadership on training delivery, QAi performance, rep quality trends, and the effectiveness of training interventions across brands.
• Monitor the global skills and performance matrix, coordinating with Team Leaders and Operations Managers on group and individual training needs.
• Undertake training needs assessments and translate findings into actionable learning plans.
• Research and recommend learning, development, and QA tooling opportunities as required.
• Identify and implement process improvements that increase the efficiency and impact of both training and quality assurance operations.

Who you are:

• Experience supporting customers using digital online products and services.
• Strong customer focus with a commitment to delivering high-quality service.
• Excellent communication skills, spoken and written.
• Comfortable working in a fast-paced, target-driven environment.
• Data-driven and analytical, with the ability to interpret performance metrics and drive improvements.
• Experience working with QA tools or AI-powered performance insight platforms.
• Ability to build deep domain knowledge across the Xe, Ria Money Transfer, and Dandelion businesses and their customer propositions.
• Ability to work collaboratively across a global, multi-brand team, sharing best practice and raising the bar across the organisation.
• Proven ability to manage small, specialist teams and develop individuals to achieve their potential.
• Previous management experience within FX, Payments, or Banking customer services.
• Familiarity with AI-driven QA or coaching tools in a contact centre environment.
• Experience working across multiple brands or business units simultaneously.
• Foreign language skills are desirable but not essential.