Apply on Employer Site

Too Good To Go · 3 days ago

Customer Experience Trainer & Quality Lead

Chicago, IL

Full-time

Onsite

Mid, Senior Level

$95K/yr - $105K/yr

Too Good To Go is on a mission to reduce food waste and combat climate change through their innovative app. They are seeking a Customer Experience Trainer & Quality Lead to establish global standards and elevate capabilities within their fast-scaling CX organization, focusing on training, quality assurance, and leadership development.

AppsFood and BeverageWaste Management

Hiring Manager

Lizander O.

Responsibilities

Develop and implement an integrated Learning & Quality Framework tailored to the operational needs of the CX environment

Ensure CX agents at all levels are continuously supported through high-impact, well-designed learning programs

Provide structured coaching and leadership development for Team Leads, enabling them to drive performance and engagement

Drive consistent QA standards, calibration routines, and data-driven quality improvement across regions

Lead knowledge management as a strategic enabler of service consistency and agent empowerment

Collaborate cross-functionally with Operations, OPEX, and Product teams to ensure readiness for service changes and channel evolution

Own and evolve the global CX onboarding and continuous learning programs, including e-learnings, virtual sessions, and coaching

Design and deliver skill-based development trainings

Lead and facilitate a 'Train-the-Trainer' approach to empower Team Leads and deliver direct coaching and leadership development sessions for Team Leads (e.g., feedback delivery, performance management, change adoption)

Develop structured training curricula that align with CX priorities and are adaptable to different regions and learner needs

Measure learning impact using QA trends, agent feedback, and performance indicators (e.g. CSAT, productivity)

Lead the development and governance of QA processes and the CX quality scorecard

Facilitate monthly quality calibration meetings across all markets and stakeholder groups

Implement and manage Continuous Improvement Processes (e.g., Kaizen) with a focus on frontline performance

Partner with CX Operations/Frontline to ensure QA design aligns with evolving channels (e.g. chat, self-service)

Own configuration, data quality, and reporting in the QA tool (e.g. Klaus)

Use quality data to identify trends, inform coaching priorities, and improve customer experience

Own the structure, processes, governance, and development of the CX Knowledge Base (KB)

Ensure knowledge content is accurate, user-focused, and aligned with tone of voice standards

Drive KB adoption and usage across agents, ensuring it supports consistent and efficient service delivery

Collaborate with Product and Content teams to integrate product updates into knowledge workflows

Design KB structure to support both agent performance and scalable self-service outcomes

Serve as a strategic partner to CX leadership in defining learning and quality strategy

Use QA scores, CSAT, and FCR metrics to identify areas for training, coaching, and knowledge interventions

Foster a culture of learning, feedback, and continuous improvement across CX teams

Engage closely with Team Leads, Product Owners, and Content Owners to drive alignment

Act as a leadership coach to Team Leads, providing guidance and capability-building support to strengthen their effectiveness

Qualification

CX learning experienceQuality managementCurriculum developmentQA methodologiesLMS toolsCoaching skillsFluent in EnglishCommunication skillsFacilitation skills

Required

Experience in CX learning, training design, quality management, or process excellence

Proven expertise in building and delivering curriculum-based training programs in high-volume service environments

Strong command of QA methodologies, calibration, and agent feedback processes

Hands-on experience with LMS, QA, and KB tools (e.g. Klaus, Zendesk Knowledge)

Excellent facilitation, coaching, and communication skills

Fluent in English (written and spoken)

Proven experience in coaching and developing frontline leaders, alongside managing or mentoring others and leading cross-functional initiatives across regions

Benefits

Take 20 paid vacation days each year

Give back with paid volunteer time through our Shareback program

Take paid parental leave with top-up support

100% Employer paid health coverage options for employee (Includes medical EPO plan, dental, and vision)

Get support through our Employee Assistance Program (EAP), which includes mental health care, legal and financial advice, child and eldercare, and more

Stay active with monthly ClassPass credits and our bike mobility program

Plan for your future with a 401K, including an employer-matched contribution

Join regular social events and team celebrations

Enjoy coffee and snacks in our welcoming office space

Get involved and connect with our teammates around the world in our P.R.I.D.E., Women in the Workplace, Global Majority Voices, and Functionally Diverse Employee Resource Groups (ERGs)