Quality & Training Lead

As the Quality & Training Lead on our Voice of Customer and Quality team, you’ll play a key role in ensuring our customer support agents deliver exceptional, consistent experiences across every channel. You’ll design and deliver training for back-of-house (BOH) tools, copilots, and workflows, helping agents resolve issues faster and with higher accuracy. You’ll also lead our Quality Assurance program which will own tracking, scoring, and improving both Human and AI-assisted support interactions to raise the bar for every customer touchpoint. This role is for someone who thrives at the intersection of teaching, process improvement, and quality management. You’ll collaborate closely with Support Delivery, Technical Support, and Product teams to create clear SOPs, refine workflows, and identify where targeted training or quality initiatives can have the biggest impact.