Customer Service Manager - Training/Quality Manager

The Training and Quality Manager – Customer Service is responsible for enhancing the performance of the customer service team through targeted training initiatives and quality assurance programs. This role leads the development and implementation of training curricula and quality frameworks that ensure service excellence, improve customer satisfaction, and drive operational efficiency. The ideal candidate is passionate about employee development, customer experience, and continuous improvement. This role involves leading a team of trainers and quality analysts to deliver impactful programs across all customer service touchpoints, serve as a key business partner and peer to senior leadership, providing insights and recommendations based on training effectiveness and quality metrics, designing and delivering onboarding, product, system, and soft skills training for customer service agents. Also conduct regular training needs analysis based on performance data and business goals and creates engaging training content including manuals, e-learning modules, role-plays, and simulations.