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. Responsibilities 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. Requirements 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. #J-18808-Ljbffr brobstongroup.com - Jobboard