Training & Quality Manager, Customer Care

Summary

The Training & Quality Manager, Customer Care designs, develops and implements training programs and quality assurance initiatives to ensure a luxury client experience across the contact center. This role partners with Customer Care and cross-functional teams to deliver onboarding, seasonal readiness, product launch training and ongoing learning opportunities while leading and developing direct reports.

• Design, develop and implement training programs, SOPs and agent-facing content for Customer Care.
• Deliver instructor‑led, web‑based and blended learning experiences and update new hire onboarding materials.
• Lead quality assurance calibration sessions and maintain a QA scorecard aligned with brand standards.
• Manage training for product launches, campaigns, tech updates and seasonal peak readiness.
• Analyze quality and service metrics to identify trends and implement targeted performance improvements.
• Lead, support and develop the Supervisor of Training, Quality and Comms and Quality Assurance Coordinator.

• Minimum 3 years of experience in Learning & Development.
• Experience in a customer contact center environment with knowledge of QA scoring, calibrations and coaching.
• Experience with instructional design, program delivery and creating engaging learning content.
• Proven ability to lead and develop direct reports and deliver effective performance feedback.
• Strong presentation, interpersonal, prioritization and organizational skills.
• Bachelor's degree preferred; experience with a luxury brand is a plus.