Customer Operations Training and Quality Assurance Lead

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

Benefits offered by this job

Product discount (40%)

Job summary

Suitsupply is seeking a Customer Operations Training and Quality Assurance Lead in Amsterdam to build and manage training programs, quality frameworks, and coaching for our customer operations team.

You will own and optimize the AI QA system, drive data-informed improvements, and connect efforts to first contact resolution. The role requires translating Suitsupply's vision into actionable training strategies that elevate service quality and agent performance.

Qualifications

• 3-5 years in training, quality, or learning and development.
• 1-3 years in customer service or operations.
• Strong understanding of customer service principles.
• Ability to translate Suitsupply's vision into a training strategy.

Responsibilities

• Own the AI QA system: platform, rubric, prompts, and spot-checks.
• Use weekly quality metrics to decide action for agents and teams.
• Refine training to focus on impactful modules and ramp-up.
• Improve time-to-productivity for new agents.
• Review bot-handled customer contacts and assign fixes with playbooks.
• Link these efforts to first contact resolution and repeat contacts.

Skills

Training design

Quality assurance

Learning & development

Job description

Customer Operations Training and Quality Assurance Lead

Location Amsterdam, The Netherlands

Department Customer Operations

Contract type Full-time

Customer Operations Training and Quality Assurance Lead

Exceptional customer experiences start with well-equipped teams and clear standards. As our Customer Operations Training and Quality Assurance Lead, you will build the programs that help our teams perform at their best, from onboarding and continuous development to quality frameworks and coaching. Reporting to the Customer Self-Service Manager, you will play a key role in shaping and delivering the next phase of our customer servicetraining and quality assurance program.

What you will do:

You own the AI QA system. The platform, the rubric, the prompts, and the human spot-check that tells us the scores are still right. A score nobody trusts is worse than no score at all, so start here.

Scoring tells us weekly where quality is slipping. Deciding what to do about it is yours, both for individual agents and for whatever the whole team is getting wrong. Then chase it and confirm it happened.

Training changes when the data says so. Build what agents are actually getting wrong. Cut the modules that aren't worth the hours.

New agents take too long to get fully productive. Make agent ramp up more efficiently and be able to say what drove it.

Our bot handles a lot of contacts. Your job is to check whether the ones it called resolved really were, hand the playbook and knowledge owners specific fixes, and come back with how many got closed.

The one that matters most: tie all of it back to first contact resolution and repeat contacts. If the link isn't there, say so.

Who you are:

3-5 years in training, quality, or learning and development, with 1-3 years specifically in customer service or operations.

You have a deep understanding of customer service principles and a proven track record of elevating service quality through innovative training approaches.

You can see the big picture, translating Suitsupply's vision into a concrete, effective training strategy that drives organizational success.

You’re a builder who can take an idea from concept to implementation, and are not afraid of building things yourself.

You're adept at leveraging the latest in learning technologies and methodologies to create engaging, effective training experiences.

Your exceptional communication skills allow you to articulate your vision, gain buy-in from stakeholders at all levels, and inspire your team to excellence.

You have experience establishing and maintaining high-quality standards in a customer service environment.

You're skilled at managing multiple initiatives in a dynamic environment, adapting quickly to changing needs while maintaining focus on long-term goals.

What you will get:

Autonomy - we don't care for needless signing off and want you to get things done

Visibility - the opportunity to work on one of the key strategic initiatives within a highly visible team

Opportunity to make an impact - Disrupt men's tailoring and be part of a fast-growing, entrepreneurial company that takes customer satisfaction very seriously

Growth - we consider your potential at least as valuable as your current skill set

40% discount on Suitsupply products

Style - Opportunity to work with a beautiful, high-quality product

Compensation: We offer a competitive salary of €52,000 - €64,000 annually, based on relevant skills and experience.