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Crunchyroll · 22 hours ago

Training & Quality Assurance Program Manager, Customer Experience

San Francisco, CA, United States

Full-time

Hybrid

Mid, Senior Level

$88K/yr - $110K/yr

5+ years exp

Crunchyroll is a company dedicated to delivering the art and culture of anime to a global community of fans. The Training & QA Program Manager for the Customer Experience team will oversee customer experience training and quality assurance programs, ensuring alignment with organizational goals and enhancing agent performance. This role involves designing and implementing training programs to foster outstanding support teams worldwide.

Subscription ServiceVideo

Responsibilities

Manage regional or partner-specific training and QA programs, including targeted audits and quality improvement projects, to help support agent onboarding and ongoing skill enhancement

Partner with vendors and cross-teams to align QA and L&D programs with organizational priorities and CX strategies, using QA and training insights to promote consistency, integration, and long-term agent development

Leverage operational and quality data to identify trends and causes of customer satisfaction and dissatisfaction, sharing insights with internal partner teams to shape training content, guide operational strategies, and lead quality improvements that enhance both agent and customer experiences

Promote global consistency in training and QA by overseeing vendor calibration, implementing multilingual train-the-trainer programs (Portuguese, Spanish), and measuring program effectiveness in partnership with Operations to ensure agreement on organizational quality standards

Promote innovation in training and quality programs by using QA and L&D tools with automation solutions to improve efficiency, cross-departmental scalability, and team-wide engagement, while assessing effectiveness through data, feedback, and evaluations to meet evolving needs

Mentor and support QA and training teams — both internal and partner-based — by overseeing audit and project delivery, providing constructive feedback, and facilitating engaging learning experiences (e.g., multilingual workshops, train-the-trainer, resources) to foster ongoing skill development and informed program design

Qualification

TrainingQuality AssuranceLMS systemsQuality Assurance toolsData analysisMultilingual trainingCustomer ExperienceWrittenSpoken proficiencyMentoring

Required

5+ years of experience in Training and Quality Assurance for Customer Experience teams

2+ years of experience in leading training and quality programs and managing internal and outsourced teams

Experience with LMS systems

Experience with Quality Assurance tools

Familiarity with advanced conversation review tools, blending automated checks, manual reviews, AI-driven insights, and large-scale conversational analysis to enhance agent and operational performance

Expertise in developing and delivering structured remote and in-person training programs using learning management systems (LMS) based on performance data and regional, cultural, and language-specific needs for agents

Written and spoken proficiency in English, Brazilian Portuguese, and Spanish

Experience launching and overseeing global training and quality improvement projects

Experience in analyzing quality data and translating insights into strategies to improve customer interactions and operational efficiency

Experience mentoring and developing team members to achieve their professional goals