Head of Quality & Training

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

We are looking for a transformational leader to own Quality, Learning, and AI Enablement across a 200+ agent global customer care operation.

This is not a maintenance role. You will be expected to elevate existing QA and Training functions into strategic performance engines that directly influence CSAT, FCR, productivity, and operational scalability.

You will inherit two managers and their teams, but success in this role will be measured by your ability to build world-class frameworks, leverage AI-driven insights, develop future leaders, and create measurable business impact.

What you will do

Quality Assurance

• Design and evolve QA frameworks and scorecards grounded in COPC standards.
• Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.
• Own root-cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.
• Deploy AI-powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.
• Create a competency framework covering all customer-facing roles and career paths.
• Design leadership development programmes for Team Leaders and Managers.
• Drive a culture of continuous learning through data-driven coaching and AI-enhanced learning experiences.

Training & Development

• Own the full training lifecycle: new-hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.
• Build scalable training infrastructure (LMS, playbooks, certifications) for a multi-market, multi-language operation.
• Integrate AI into the agent experience — including AI copilots, real-time assist tools, and AI-augmented learning paths — and ensure agents are trained to work effectively alongside these tools.
• Measure training effectiveness (speed-to-competency, post-training CSAT lift, knowledge retention) and iterate.
• Create a competency framework covering all customer-facing roles and career paths.
• Design leadership development programmes for Team Leaders and Managers.
• Drive a culture of continuous learning through data-driven coaching and AI-enhanced learning experiences.

Leadership & Governance

• Mentor and develop the Manager of QA and Manager of Training into high-performing leaders.
• Own CSAT and FCR delivery using QA and Training as the primary levers.
• Establish QA and training governance for BPO/external partners as the operation scales.
• Present insights and strategic recommendations to the Director of Customer Care and senior leadership.
• Act as the executive owner of Quality and Learning transformation initiatives.
• Influence senior stakeholders across Operations, Product, Workforce Management, Knowledge Management, and Technology.
• Build annual roadmaps and business cases for investments in Quality, Learning, and AI capabilities.

What you bring

Must Have

• 8+ years in contact centre QA and/or Training, with 3+ years in a senior leadership role managing both functions.
• Experience in operations of 200+ agents, ideally 24/7, multi-channel, and multi-language.
• Deep working knowledge of COPC standards with a track record of applying them to improve performance.
• Strong data and analytics capability — you build scorecards, interpret trends, and make decisions grounded in evidence.
• Hands-on experience implementing AI tools for quality management and/or agent enablement (not just awareness).
• Proven ability to design and deliver new-hire and performance-based training programmes at scale.
• Experience managing or onboarding external/BPO partners from a quality and training perspective.
• Track record of mentoring junior managers into capable, autonomous leaders.
• Advanced English proficiency (Spanish language is a plus).

Nice to Have

• COPC certification (Registered Coordinator or above).
• Experience in telecoms, eSIM, connectivity, or travel tech.
• Familiarity with Intercom, Zendesk, or similar CRM/helpdesk platforms.
• Experience with LMS platforms and content authoring tools.
• Six Sigma, Lean, or process improvement certification.