Job Description

The Manager - Training & Quality will be responsible for driving excellence across the Customer Experience function by designing impactful training programs, implementing robust quality frameworks, and ensuring consistent service delivery across all customer touchpoints. This role plays a critical part in improving customer satisfaction, agent performance, and overall CX metrics.

Key Responsibilities

Training & Capability Building

Design, develop, and deploy onboarding and refresher training programs for CX agents (voice, email, chat, social) Create structured learning paths for new hires, tenured agents, and team leaders Conduct product, process, system, and soft-skill training aligned with Qubo's brand values Partner with product, tech, and operations teams to ensure timely training on new launches, updates, and policy changes
Quality Assurance & Governance

Define and implement quality frameworks, scorecards, and audit mechanisms across channels Conduct regular call, chat, and ticket audits to assess service quality and compliance Identify root causes of quality gaps and recommend corrective and preventive actions Ensure adherence to SOPs, SLAs, and regulatory requirements
Performance Improvement & Coaching

Translate quality insights into targeted coaching plans for agents and team leaders Work closely with CX Operations to drive continuous improvement initiatives Support Team Leaders with calibration sessions and performance discussions Measure training effectiveness through post-training assessments and KPI tracking
Analytics & Reporting

Track and report key metrics such as CSAT, FCR, QA scores, AHT, repeat contacts, and compliance Prepare dashboards and executive-level reports with actionable insights Use data to influence training priorities and quality interventions
Stakeholder & Vendor Management

Collaborate with internal stakeholders including Operations, Product, Tech, and HR Manage training and QA alignment for outsourced partners and BPOs Lead calibration sessions with internal teams and external vendors to ensure consistency
Job Type: Full-time

Pay: ?500,000.00 - ?1,040,665.68 per year

Work Location: In person