Holafly
Head of Quality & Training
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About the Role
We are looking for a transformational leader to own Quality, Learning, and AI Enablement across a 200+ agent global customer care operation.
This is not a maintenance role. You will be expected to elevate existing QA and Training functions into strategic performance engines that directly influence CSAT, FCR, productivity, and operational scalability.
You will inherit two managers and their teams, but success in this role will be measured by your ability to build world-class frameworks, leverage AI-driven insights, develop future leaders, and create measurable business impact.
What You Will Do
Quality Assurance
- Design and evolve QA frameworks and scorecards grounded in COPC standards.
- Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.
- Own root-cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.
- Deploy AI-powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.
- Create a competency framework covering all customer-facing roles and career paths.
- Design leadership development programmes for Team Leaders and Managers.
- Drive a culture of continuous learning through data-driven coaching and AI-enhanced learning experiences.
Training & Development
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- Own the full training lifecycle: new-hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.
- Build scalable training infrastructure (LMS, playbooks, certifications) for a multi-market, multi-language operation.
- Integrate AI into the agent experience — including AI copilots, real-time assist tools, and AI-augmented learning paths — and ensure agents are trained to work effectively alongside these tools.
- Measure training effectiveness (speed-to-competency, post-training CSAT lift, knowledge retention) and iterate.
- Create a competency framework covering all customer-facing roles and career paths.
- Design leadership development programmes for Team Leaders and Managers.
- Drive a culture of continuous learning through data-driven coaching and AI-enhanced learning experiences.
Leadership & Governance
- Mentor and develop the Manager of QA and Manager of Training into high-performing leaders.
- Own CSAT and FCR delivery using QA and Training as the primary levers.
- Establish QA and training governance for BPO/external partners as the operation scales.
- Present insights and strategic recommendations to the Director of Customer Care and senior leadership.
- Act as the executive owner of Quality and Learning transformation initiatives.
- Influence senior stakeholders across Operations, Product, Workforce Management, Knowledge Management, and Technology.
- Build annual roadmaps and business cases for investments in Quality, Learning, and AI capabilities.
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What You Bring
Must Have
- 8+ years in contact centre QA and/or Training, with 3+ years in a senior leadership role managing both functions.
- Experience in operations of 200+ agents, ideally 24/7, multi-channel, and multi-language.
- Deep working knowledge of COPC standards with a track record of applying them to improve performance.
- Strong data and analytics capability — you build scorecards, interpret trends, and make decisions grounded in evidence.
- Hands-on experience implementing AI tools for quality management and/or agent enablement (not just awareness).
- Proven ability to design and deliver new-hire and performance-based training programmes at scale.
- Experience managing or onboarding external/BPO partners from a quality and training perspective.
- Track record of mentoring junior managers into capable, autonomous leaders.
- Advanced English proficiency (Spanish language is a plus).
Nice to Have
- COPC certification (Registered Coordinator or above).
- Experience in telecoms, eSIM, connectivity, or travel tech.
- Familiarity with Intercom, Zendesk, or similar CRM/helpdesk platforms.
- Experience with LMS platforms and content authoring tools.
- Six Sigma, Lean, or process improvement certification.
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