Director of Training & Quality

About Fubo: 

With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.

We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level. 

Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.

About the Role:

The Director of Training & Quality is responsible for enhancing the customer care team performance by developing and implementing a comprehensive training and quality assurance strategy. This includes overseeing, creating, and delivering training programs and evaluating their effectiveness to align with business objectives, customer experience goals, and operational excellence. The Director will also lead quality assurance initiatives to improve agent performance and customer satisfaction by providing actionable insights and using quality assurance data to inform training needs.

Main Responsibilities:

• Training & Development:
• Develop and implement a robust training strategy for new hires, ongoing education, and leadership development within customer care
• Oversee the design, development, and deployment of training materials, leveraging internal teams and vendor partner training personnel
• Ensure training programs are up to date and align with company objectives, customer service best practices, and evolving business needs
• Incorporate adult learning principles and modern training methodologies (e.g., e-learning, gamification, role-playing, microlearning)
• Regularly assess training effectiveness through performance metrics, feedback, and customer satisfaction scores, adjusting programs as needed
• Collaborate with Product, Marketing, and Customer Experience teams to keep training content updated based on new product launches, service changes, and customer pain points
• Foster a culture of continuous learning and coaching within the customer care organization
• Establish KPIs to measure the effectiveness of vendor-led training and ensure continuous improvement

• Quality Assurance:
• Develop and implement a comprehensive quality assurance framework, including call monitoring, chat/email evaluations, and customer feedback analysis
• Define quality standards and performance benchmarks for customer care representatives
• Lead a team of internal and vendor partner QA specialists to monitor interactions, identify trends, and provide coaching to improve agent performance
• Utilize customer insights and QA data to drive process improvements, reducing friction points in customer interactions
• Work closely with operations teams both internally and externally to ensure alignment with company standards and expectations
• Partner with Workforce Management and operations to optimize agent readiness, training schedules, and quality monitoring cadence

• Collaborate with various teams to integrate training and quality initiatives with broader business strategies
• Report on training and quality performance to the organization, providing data-driven recommendations for improvement
• This role works closely with international vendors, and candidates must be willing to travel internationally at least 25% of the time 

Qualifications:

A successful Director of Training and Quality will have the following:

• Bachelor’s degree in Business, Education, Organizational Development, or a related field
• 7+ years of experience in customer care training and quality assurance, with at least 3 years in a leadership role
• Proven track record of designing and implementing large-scale training and quality programs
• Experience managing vendor partnerships for training and QA
• Strong knowledge of adult learning principles, instructional design, and e-learning methodologies
• Excellent project management skills, including the ability to plan, execute, and oversee multiple training and quality initiatives simultaneously
• Strong analytical skills with the ability to translate quality data into actionable insights
• Ability to manage timelines, budgets, and resources efficiently while adapting to changing priorities
• Strong leadership, coaching, and stakeholder management skills
• Proficiency in customer support platforms (e.g., Zendesk,NICE InContact), learning management systems (LMS), and QA software
• Preferred Qualifications:
• Experience in a subscription-based, streaming, or telecommunications environment
• Familiarity with AI-driven training tools and automation in customer care

Perks & Benefits:

• At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
• Fubo provides a highly competitive compensation based on experience and market standards
• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities.
• Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
• Fubo is an e-verified company

Fubo’s minimum base salary for this role is $130,000 per year; maximum base salary for this role is $155,000 per year. Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.