Customer Ops Training & QA Lead - High Impact, Autonomy, 40% Discount

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

Benefits offered by this job

Autonomy

Visibility on strategic initiatives

40% discount on Suitsupply products

Growth opportunities

Beautiful product to work with

Job summary

SuitSupply is seeking an Customer Operations Training and Quality Assurance Lead to build programs for onboarding, development, and quality frameworks. You will shape and deliver the next phase of our customer service training and QA program, reporting to the Customer Self-Service Manager.

You will own the AI QA system, drive weekly quality insights, and translate Suitsupply's vision into actionable training strategies that boost first contact resolution and agent productivity.

Qualifications

• 3-5 years in training, quality, or L&D, with 1-3 years in customer service or operations.
• Deep understanding of customer service principles and improving service quality through training.
• Ability to translate vision into concrete training strategies and drive implementation.
• Experience with learning technologies and engaging training formats.

Responsibilities

• Own the AI QA system, including platform, rubric, prompts, and spot-checks.
• Provide weekly quality trend insights and drive action for individuals and the team.
• Update training modules based on data and remove non-value add content.
• Improve ramp-up speed for new agents and quantify drivers.
• Review bot-handled contacts to ensure resolutions and document fixes.
• Ensure first contact resolution and repeat contact linkage.

Skills

Training & QA

Customer service

L&D strategy

Learning technologies

Job description

SuitSupply is seeking an Customer Operations Training and Quality Assurance Lead to build programs for onboarding, development, and quality frameworks. You will shape and deliver the next phase of our customer service training and QA program, reporting to the Customer Self-Service Manager.

You will own the AI QA system, drive weekly quality insights, and translate Suitsupply's vision into actionable training strategies that boost first contact resolution and agent productivity.