Quality & Training Manager

Join JustAnswer as the Quality & Training Manager for our Customer Care team and lead the transformation of global support excellence. In this remote role, you will design and refine world-class quality frameworks, drive innovation through AI adoption, and partner with BPO teams to exceed customer expectations. Your leadership will shape how quality and training are delivered, ensuring every customer interaction reflects empathy, consistency, and innovation.

Key Responsibilities

• Own and advance the Quality & Training strategy for Customer Care (COM) teams.
• Develop and continuously refine agent workflows, including onboarding and updates for new products or policies.
• Maintain and optimize a comprehensive, up-to-date knowledge base for all processes.
• Partner with Manila BPO teams to enhance training effectiveness, coaching, and performance gap closure.
• Lead AI-driven innovation by embedding tools like ChatGPT and Prompt Studio into quality and training operations.
• Conduct periodic quality reviews and performance analyses to ensure KPIs are exceeded.
• Translate AI insights into improved training materials and coaching strategies.
• Set and execute the roadmap for AI adoption in Customer Care.

Required Skills & Qualifications

• Minimum 5+ years in Quality & Training management, including 3+ years partnering with BPOs.
• Proven success in process development, training optimization, and driving measurable quality improvements.
• Strong leadership and team development abilities, including global stakeholder alignment.
• Experience applying AI tools (ChatGPT, Prompt Studio) to enhance QA and training effectiveness.
• Exceptional strategic thinking, decision-making, conflict management, and stakeholder management skills.
• Demonstrated data-driven approach, process optimization, and innovative mindset.
• Ability to thrive in a fast-paced, high-growth environment.