IA
Inductive AutomationQuality Assurance Group Manager I
Quality Assurance Group Manager overseeing a team of QA professionals within Software Engineering. Ensuring product quality and team development while adapting strategies to meet goals.
CR
Hybrid Training and Quality Assurance Program Manager, Customer Experience
Posted last month
About the role
- Oversee and execute customer experience training and quality assurance programs tailored to organizational needs
- Improve agent performance and develop impactful training and quality programs that strengthen quality standards across global operations
- Design, implement, and ensure the continuous improvement of training and quality programs to foster outstanding and growth-oriented support teams
- Collaborate with internal partners to build and measure the success of learning and quality opportunities using QA insights
- Manage regional or partner-specific training and QA programs, including targeted audits and quality improvement projects to support agent onboarding and ongoing skill enhancement
- Partner with vendors and cross-teams to align QA and L&D programs with organizational priorities and CX strategies
- Leverage operational and quality data to identify trends and root causes of customer satisfaction and dissatisfaction, and share insights to shape training content and operational strategies
- Oversee vendor calibration, implement multilingual train-the-trainer programs (Portuguese, Spanish), and measure program effectiveness in partnership with Operations
- Promote innovation and process automation in training and quality programs using QA and L&D tools with automation solutions
- Mentor and support QA and training teams — both internal and partner-based — by overseeing audit and project delivery, providing constructive feedback, and facilitating engaging learning experiences
- Report to the Senior Manager of Quality Assurance on Crunchyroll's global Customer Experience team
- Work as part of a global Learning & Quality team to empower agent performance and lead workflow optimization
Requirements
- 5+ years of experience in Training and Quality Assurance for Customer Experience teams
- 2+ years of experience in leading training and quality programs and managing internal and outsourced teams
- Experience with LMS systems
- Experience with Quality Assurance tools
- Familiarity with advanced conversation review tools, blending automated checks, manual reviews, AI-driven insights, and large-scale conversational analysis
- Expertise in developing and delivering structured remote and in-person training programs using learning management systems (LMS) based on performance data and regional, cultural, and language-specific needs for agents
- Written and spoken proficiency in English, Brazilian Portuguese, and Spanish
- Experience launching and overseeing global training and quality improvement projects
- Experience analyzing quality data and translating insights into strategies to improve customer interactions and operational efficiency
- Experience mentoring and developing team members to achieve their professional goals
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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