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.

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).