Quality Assurance & Learning Team Manager
Core
Manage the day-to-day operations of the Quality Assurance (QA) and Learning team to ensure high-quality customer experiences and operational excellence.
Role type
Team Manager, Quality Assurance & Learning
Builds
Customer service quality standards and learning programs
Domain
Customer service / Call center operations
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, coaching, QA frameworks, call monitoring methodologies, adult learning practices, stakeholder engagement, analytical skills
Preferred skills
Experience in rapidly expanding, high-social-impact industries
Technologies
QA platforms, CRM systems, Microsoft Office applications
Responsibilities
Oversee daily functions of the QA and Learning team including quality evaluations and training delivery; Manage team headcount and coordinate hiring processes; Coordinate onboarding and integration of new quality assessors; Monitor QA results and performance metrics to identify trends; Develop strategies to improve compliance across markets; Engage with business stakeholders to align QA priorities with business needs; Track progress against KPIs and learning outcomes.