CX Quality Assurance Training Manager
Posted 1 day ago by The TalentHQ
Negotiable
Undetermined
Undetermined
EMEA
Summary: The CX Quality Assurance & Training Manager is a leadership role focused on enhancing the customer support journey by identifying improvement opportunities and mentoring team members on sales processes. The position requires a proactive approach to quality assurance, coaching, and developing training initiatives to ensure high-quality customer interactions. The ideal candidate will have a strong background in customer experience and sales training, with a commitment to maintaining high standards. This role emphasizes ownership and authority over QA standards and training initiatives within the organization.
Key Responsibilities:
- Review customer support tickets hourly to ensure quality standards are met
- Look for opportunities to retain, upsell, and cross-sell
- Coach the CX team on tone, customer psychology, and service-driven sales skills through 1-on-1s
- Partner with CX Managers to develop quality and training initiatives across the team
- Own and evolve training programs that drive consistent, high-quality customer interactions
Key Skills:
- 2+ years in a Customer Experience or Customer Support role
- Sales or retention training background
- Hands-on experience with Zendesk (required)
- Experience in QA and team training within a CX environment
- Comfortable conducting performance reviews or 1-on-1 coaching sessions
- Familiarity with SOP documentation and process management
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
CX Quality Assurance & Training Manager
Can you look at a customer support journey and immediately identify how to improve it? We're looking for someone who sets the bar high for everyone else If you can find a problem in the customer support experience Understand where to cross-sell and upsell And mentor others on sales processes This is a leadership role. If you are looking for ownership in your job and excel at helping team members and customers, this is for you!
The Role
- Review customer support tickets hourly to ensure quality standards are met
- Look for opportunities to retain, upsell, and cross-sell
- Coach the CX team on tone, customer psychology, and service-driven sales skills through 1-on-1s
- Partner with CX Managers to develop quality and training initiatives across the team
- Own and evolve training programs that drive consistent, high-quality customer interactions
This Is for You If You Have...
- High Standards : You notice when something is off, even when no one else does, and you don't let it slide.
- Systems Thinker: You look at a QA issue and trace it back to the process, not just the person.
- People Developer: You can coach others and bring them up to your level
- Customer-Oriented: You can turn problems into solutions by using customer psychology and sales skills
Skills & Experience
- 2+ years in a Customer Experience or Customer Support role
- Sales or retention training background
- Hands-on experience with Zendesk (required)
- Experience in QA and team training within a CX environment
- Comfortable conducting performance reviews or 1-on-1 coaching sessions
- Familiarity with SOP documentation and process management
What We Offer
- Compensation: Up to $4,000 USD/month depending on experience
- Schedule: Monday–Friday, 40 hours/week, EST business hours
- Ownership: Real authority over QA standards and training. This is NOT a support role, but a leadership role
About Rho Nutrition
We are RHO Nutrition LLC . We make liquid supplements that work better than pills. Our success comes from top-quality products and amazing service. We believe every customer deserves special care. We look for people who share our values of excellence and growth.
Submit your application below. Only resumes in English will be accepted. In the form, please respond "blueprint" to the "Why should we consider YOU for this position?" question.
Important Note: This is a contractor position, not an employee role.