Global QA, Training & AI Enablement Lead

Holafly; Lisboa; Presencial; EUR 90 000 - 130 000; Tempo integral

Resumo da oferta

Holafly is seeking a transformational leader to own Quality, Learning, and AI Enablement for a 200+ agent global customer care operation. You will elevate QA and Training into strategic performance engines that drive CSAT, FCR, and scalability.

You will inherit two managers and teams, building world-class frameworks, leveraging AI insights, and developing future leaders to create measurable business impact.

Qualificações

• 8+ years in contact centre QA and/or Training, with 3+ years in senior leadership.
• Experience in operations of 200+ agents, multi-channel and multi-language.
• Deep working knowledge of COPC standards and applying them to performance.
• Strong data and analytics capability with scorecards and trends.
• Hands-on experience implementing AI tools for quality/enablement.
• Proven ability to design scalable training programmes.
• Experience with external/BPO partners from a quality/training perspective.
• Mentoring junior managers into autonomous leaders; advanced English.

Responsabilidades

• Design and evolve QA frameworks and COPC-based scorecards.
• Build QA monitoring across chat, email, social with calibration and sampling.
• Own root-cause analysis and drive corrective action.
• Deploy AI-powered quality tools to increase coverage and depth.
• Create competency framework for all customer-facing roles and paths.
• Design leadership development programmes for Team Leaders and Managers.
• Lead learning transformation with AI-enabled coaching and learning experiences.
• Present insights to senior leadership and governance bodies.

Conhecimentos

QA leadership

Training leadership

COPC standards

Data analytics

AI tools adoption

New-hire onboarding

External/BPO management

Mentoring managers

English proficiency

Ferramentas

Intercom

Zendesk

LMS platforms

Descrição da oferta de emprego

Holafly is seeking a transformational leader to own Quality, Learning, and AI Enablement for a 200+ agent global customer care operation. You will elevate QA and Training into strategic performance engines that drive CSAT, FCR, and scalability.

You will inherit two managers and teams, building world-class frameworks, leveraging AI insights, and developing future leaders to create measurable business impact.