Supervisor, Quality & Training

About the role

We are seeking a dynamic and results‑driven Supervisor, Quality & Training to lead quality assurance and training functions within a fast‑paced Customer Experience environment in the content moderation industry.

Key responsibilities

• Oversee quality frameworks and ensure consistent delivery of high‑quality moderation standards.
• Design and implement effective learning programs and continuous improvement initiatives.
• Leverage data insights to identify performance gaps, improve CSAT outcomes, and strengthen operational consistency.
• Coach and develop teams, aligning training strategies with operational goals and client expectations.

Required profile

• Bachelor’s degree in any related field.
• 5+ years of relevant contact‑center experience, including 3+ years in Quality/Assurance.
• Proven experience in quality and training management, team and performance management.
• Strong KPI, data analysis, and performance‑management capabilities.
• Track record of process improvement and operational performance enhancement.
• Demonstrated coaching, leadership, and supervisory experience.
• Excellent communication and stakeholder‑management skills.
• Understanding of compliance, quality standards, and documentation.
• Availability to work all days of the week and to be reallocated at the IRBID site.