Customer Ops Training & QA Leader (AI QA) — 40% Discount

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

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.