About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are seeking a Quality Assurance / Training Assistant Manager to deliver extraordinary results for our clients. Working closely with the Quality Assurance/Training Manager and multiple departments, this role is responsible for supporting management, assisting with identifying areas of opportunity, delivering solution plans, coaching team members, and ensuring key metrics are achieved. We’re looking for a collaborative leader who has the experience and passion to contribute to our culture and the success of our clients.
As Quality Assurance/Training Assistant Manager, You Will…
Support the QA/Training Manager in daily operations and team oversight
Assist in planning, developing, and implementing professional development and training plans
Promote an inclusive learning environment and facilitate staff meetings
Help drive new initiatives and foster best practices in training and professional development
Provide coaching to global staff in quality assurance and training to support superior performance
Assist with the selection, development, supervision, and evaluation of direct reports and team members
Conduct routine audits, assist with quality reviews, and track call performance
Serve as a Subject Matter Expert (SME) to provide insights on behaviors, patterns, and quality compliance to Managers
Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
Assist in monitoring workload and performance of Trainers and Quality Analysts
Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
Identify and document training or quality performance issues and escalate them to the Manager, as appropriate
Work with clients and Operations/Training Managers to assist with corrective actions
Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
As Quality Assurance/Training Assistant Manager, You Have…
2+ years of supervisory or leadership experience, preferably in the customer service industry
Post-secondary education preferred
Demonstrated, progressive leadership and management skills, preferably in a contact center environment
Experience leading teams in a global capacity
Experience working in a fast paced environment across multiple locations globally
Strong verbal and written communication skills
Exceptional organizational and time management skills – must be able to multitask and prioritize
Superior analytical skills, problem solving and decision making skills
Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
Understanding of continuous improvement plans
Good understanding of business acumen
Independent thinker
Excellent presentation skills
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- 2+ years of supervisory or leadership experience
- Experience in the customer service industry, preferably in a contact center environment
- Post-secondary education
- Progressive leadership and management experience
- Experience leading teams in a global capacity
- Experience working across multiple global locations in a fast-paced environment
- Strong verbal and written communication skills
- Exceptional organizational and time management skills
- Superior analytical, problem-solving, and decision-making skills
- Understanding of adult learning principles or training methodologies, including ILT and eLearning
- Understanding of continuous improvement plans
- Business acumen
- Independent thinking
- Excellent presentation skills
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
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