Customer Operations Training and Quality Assurance Lead
Suitsupply
Customer Operations Training and Quality Assurance Lead
The Customer Operations Training and Quality Assurance Lead will build and manage training and quality assurance programs for customer service teams at Suitsupply. This role involves owning the AI QA system, analyzing quality data, improving agent ramp-up, and tying all efforts to first contact resolution. The ideal candidate has 3-5 years in training/quality/L&D with 1-3 years in customer service, strong communication skills, and a builder mindset.
Customer Operations Training and Quality Assurance Lead
The Customer Operations Training and Quality Assurance Lead will build and manage training and quality assurance programs for customer service teams at Suitsupply. This role involves owning the AI QA system, analyzing quality data, improving agent ramp-up, and tying all efforts to first contact resolution. The ideal candidate has 3-5 years in training/quality/L&D with 1-3 years in customer service, strong communication skills, and a builder mindset.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Key Responsibilities
- Own the AI QA system, including platform, rubric, prompts, and human spot-checks.
- Score weekly quality performance and decide on corrective actions for individual agents and the team.
- Adjust training programs based on data, building modules for common mistakes and cutting ineffective ones.
- Improve agent ramp-up efficiency and measure the impact.
- Verify bot-resolved contacts, provide fixes to playbook and knowledge owners, and report closure rates.
- Tie all quality and training efforts to first contact resolution and repeat contacts.