Manager of CX Training & QA
hace 3 días
Madrid
Dandelion Payments is a global payments infrastructure business and the technology engine behind some of the world’s most trusted money transfer brands. We power the customer experience for Xe, Ria Money Transfer, and Dandelion, three distinct brands united by a shared commitment to making cross-border payments simple, transparent, and accessible for everyone. At Dandelion Payments, our CX teams are at the heart of what we do and this role sits at the intersection of people development, change management, quality assurance, and AI-powered insight across all three brands. Our Values: • COMMITMENT – is the first step in our journey toward a best-in-class foreign exchange and cross-border payments experience., • ACCOUNTABILITY – turning our words into action by holding ourselves accountable., • RESPECT – is an act of humility, grounded in giving rather than receiving, fostering a respectful environment, which starts with leading by example., • EVOLUTION – each day is a chance to grow, to adapt and to push our boundaries, starting every day with the drive to evolve, renew and rise to the next level. What you’ll do: As the Manager of CX Training & QAi, you will own the development and delivery of CX, services and product training across our Xe, Ria Money Transfer, and Dandelion CX teams ensuring our team can confidently and accurately support customers across digital and voice channels. Our CX teams span a variety of functions including Customer Care, Agent Support, Agent Help Desk and Complaints Management and are distributed across multiple locations worldwide. Working alongside your Training team, you will identify training needs, build training plans, and deploy effective programmes to improve skills, productivity, and quality of work across all three brands. You will also lead our QAi function - a two-person team supported by an AI-powered quality assurance tool that monitors rep interactions, surfaces insights on training needs, and measures training effectiveness in near real time. A key part of this role is evolving how we support representatives’ day to day. Classroom-based training remains the foundation of new starter onboarding, but for ongoing skill and knowledge support you will lead the shift toward real-time, contextual assistance - using AI to build tools and services that guide reps in the moment as they're actively helping customers, rather than relying solely on training delivered away from the live interaction. You will track the impact of training initiatives and stay close to developments in both the training landscape and AI-driven QA tooling, ensuring our programmes remain aligned with customer experience goals, business objectives, and individual development needs across Xe, Ria, and Dandelion. You will also own reporting on the insights generated through QAi and CSAT, turning rep-level quality data and customer feedback into Voice of Customer reporting for Ria and Xe that informs training priorities, service improvements, and product enhancements. Key Deliverables: • Design and maintain training programmes that ensure Care Representatives across Xe, Ria Money Transfer, and Dandelion have the skills and behaviours to perform to the required standard, balancing training outcomes with operational requirements., • Develop and evolve AI-powered tools and services that support reps with real-time, contextual guidance while they're actively assisting customers - shifting the centre of gravity from classroom-only training toward in-the-moment support, while retaining structured classroom training for new starter onboarding., • Create an operational training plan and schedule covering both prescribed and on-demand programmes across our globally distributed, multi-brand CX teams., • Lead, manage and develop the Training team, including trainers and content writers/designers, coaching them to achieve individual goals and team KPIs., • Lead and manage the QAi team (x2), overseeing the day-to-day operation and continuous improvement of our AI-powered quality assurance system across all three brands., • Use QAi insights to identify training needs, close skills gaps, and assess the effectiveness of delivered training programmes., • Ensure the QAi system is configured, maintained and evolving in line with business needs — working with vendors and internal stakeholders to maximise its value., • Provide regular reporting to CX Leadership on training delivery, QAi performance, rep quality trends, and the effectiveness of training interventions across brands., • Own the development and monthly production of Voice of Customer reports for Ria and Xe, synthesising QAi and CSAT insights into a clear picture of contact drivers and customer sentiment, and translating findings into concrete recommendations for training, service, and product enhancements., • Monitor the global skills and performance matrix, coordinating with Team Leaders and Operations Managers on group and individual training needs., • Undertake training needs assessments and translate findings into actionable learning plans., • Research and recommend learning, development, and QA tooling opportunities as required., • Identify and implement process improvements that increase the efficiency and impact of both training and quality assurance operations. Who you are: Necessary • Experience supporting customers using digital online products and services., • Strong customer focus with a commitment to delivering high-quality service., • Excellent communication skills, spoken and written., • Comfortable working in a fast-paced, target-driven environment., • Data-driven and analytical, with the ability to interpret performance metrics and drive improvements., • Experience working with QA tools or AI-powered performance insight platforms., • Comfortable translating QA and CSAT data into clear reporting and insight - experience building Voice of Customer or similar insight reports is an advantage., • Ability to build deep domain knowledge across the Xe, Ria Money Transfer, and Dandelion businesses and their customer propositions., • Ability to work collaboratively across a global, multi-brand team, sharing best practice and raising the bar across the organisation., • Proven ability to manage small, specialist teams and develop individuals to achieve their potential. Desirable • Previous management experience within FX, Payments, or Banking customer services., • Familiarity with AI-driven QA or coaching tools in a contact centre environment., • Experience using AI tools (e.g. no-code/low-code platforms, prompt-based assistants, agent-assist tooling) to build real-time support or knowledge tools for frontline teams., • Experience working across multiple brands or business units simultaneously., • Foreign language skills are desirable but not essential.
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