Global Training & QA Manager (CX)

About the role

Dandelion Payments is a global payments infrastructure business powering the customer experience for Xe, Ria Money Transfer and Dandelion. As Manager of CX Training & QAi, you will own the development and delivery of customer, service and product training across the three brands' CX teams (Customer Care, Agent Support, Agent Help Desk and Complaints Management), and lead a two-person AI-powered quality assurance team that monitors representative interactions in near real time.

Key responsibilities

• Identify training needs, build training plans and run programmes that raise skills, productivity and quality across the brands.
• Lead the shift from classroom-only training to real-time, contextual AI-supported guidance for reps, while keeping classroom training for new starters.
• Create an operational training plan and schedule covering prescribed and on-demand programmes for globally distributed teams.
• Manage and coach the training team (trainers and content writers/designers) to meet individual goals and team KPIs.
• Lead the QAi team (two people), oversee the AI quality assurance system, and use its insights to find training needs and measure training effectiveness.
• Work with vendors and stakeholders to configure and maintain the QAi system.
• Report regularly to CX leadership on training delivery, QAi performance and rep quality trends.
• Own the Voice of Customer reports for Ria and Xe, combining QAi and CSAT data into recommendations for training, service and product improvements.
• Monitor the global skills and performance matrix, run training needs assessments and recommend learning and QA tooling opportunities.

Required profile

• Experience supporting customers with digital products and services, with strong customer focus.
• Excellent spoken and written communication, comfortable in a fast-paced, target-driven environment.
• Data-driven, able to interpret performance metrics and turn QA and CSAT data into clear reporting.
• Proven ability to manage small, specialist teams and develop individuals.
• Desirable: previous management experience in FX, payments or banking customer services; experience building Voice of Customer reports; experience across multiple brands.

Required skills

• Experience with QA tools or AI-powered performance insight platforms.
• Ability to build deep knowledge of the Xe, Ria and Dandelion businesses.
• Collaborative, global mindset; foreign language skills are desirable but not essential.