Training & Quality Assurance Manager

About the role

We are seeking a highly organized Training & Quality Assurance Manager to design and deliver comprehensive training programmes for our customer service teams across Europe. The role combines leadership of the training function with oversight of quality assurance processes to ensure consistently high standards of customer experience.

Key responsibilities

• Develop and implement a Customer Experience Training and QA framework aligned with European strategy.
• Create curriculum, training content and QA measures, and standardise them across regions.
• Partner with regional leaders and subject‑matter experts to drive customer satisfaction and cost efficiencies.
• Lead, coach and supervise the daily activities of the Training & QA team.
• Provide continuous feedback to shape the broader Customer Experience organisation.
• Identify market trends and continuous‑improvement opportunities, introducing innovative practices.
• Collaborate with cross‑functional partners such as Corporate Quality Assurance, Finance, Sales and Marketing.
• Own the enhancement of training and QA capabilities and contribute to regional projects.

Required profile

• Proven experience in customer service training and quality assurance, preferably in a multinational environment.
• Strong leadership and change‑management skills.
• Excellent communication and stakeholder‑management abilities.
• Ability to translate strategic objectives into practical training and QA solutions.

Required skills