Customer Operations QA & Training Leader

SUIT SUPPLY; Amsterdam; On-site; EUR 52,000 - 64,000; Full time

Benefits offered by this job

Autonomy

Discount on Suitsupply products

High-visibility project

Job summary

SUIT SUPPLY is seeking a Customer Operations Training and Quality Assurance Lead to design and run the programs that lift onboarding, continuous development, quality frameworks and coaching for our teams.

You will own the AI QA system, set the rubric and prompts, monitor weekly quality scores, drive improvements to training modules, shorten ramp-up time for new agents, verify bot-resolved contacts, and ensure every action supports first contact resolution.

Qualifications

• 3-5 years in training, quality, or learning and development, with 1-3 years specifically in customer service or operations.
• Deep understanding of customer service principles and a proven track record of elevating service quality through innovative training approaches.
• Able to translate Suitsupply's vision into a concrete, effective training strategy and to drive organizational success.
• A builder who can take an idea from concept to implementation and is not afraid to build things themselves.
• Adept at leveraging the latest learning technologies and methodologies to create engaging, effective training experiences.
• Exceptional communication skills enabling you to articulate vision, gain stakeholder buy-in, and inspire the team.
• Experience establishing and maintaining high-quality standards in a customer service environment.
• Able to manage multiple initiatives in a dynamic environment while focusing on long-term goals.

Responsibilities

• Own the AI QA system: platform, rubric, prompts, and human spot-check to ensure credible scores.
• Score quality weekly and decide on actions to improve performance for individuals and the whole team.
• Train changes based on data: update modules to target what agents get wrong.
• Improve ramp-up time for new agents and quantify drivers of faster productivity.
• Verify bot-handled contacts and provide fixes with playbooks and knowledge owners.
• Ensure alignment of all efforts with first contact resolution and repeat contacts.

Skills

Training & Quality

Learning & Development

Customer Service

Stakeholder Management

Job description

SUIT SUPPLY is seeking a Customer Operations Training and Quality Assurance Lead to design and run the programs that lift onboarding, continuous development, quality frameworks and coaching for our teams.

You will own the AI QA system, set the rubric and prompts, monitor weekly quality scores, drive improvements to training modules, shorten ramp-up time for new agents, verify bot-resolved contacts, and ensure every action supports first contact resolution.