Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of team members
Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
Identify and implement AI-driven solutions to scale support quality and efficiency
Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights

5+ years in customer support or customer experience roles, with at least 2+ years managing training or quality teams
Proven people management experience and ability to inspire and lead high-performing teams
Exceptional attention to detail, with the ability to analyze and interpret data to make informed decisions
Deep understanding of customer support operations and quality measurement practices
Strong communication skills, capable of conveying actionable feedback and driving quality improvements across departments
Highly organized and detail-oriented, with a strong sense of ownership and accountability
Experience in regulated industries or insurance is a plus
Spanish fluency is a plus
Experience working with global or outsourced support teams is a plus

Manager, CX Quality

Key skills