Strategic Program Manager - Support Quality, Training & Enablement

Improve agent capability and customer experience through support quality, training, and enablement programs.

• •Own and run Pleo's support quality, training and enablement programmes to improve agent capability and customer experience across channels.
• •Key Responsibilities Design and run support quality frameworks, scorecards and calibration processes across channels.
• •Build QA processes that drive performance improvement and coaching loops with Team Leads.
• •Coordinate training, onboarding and enablement programmes to improve readiness and consistency.
• •Analyse quality trends and performance signals to identify investment areas.
• •Requirements Prior Customer Experience or Support programme experience.
• •Experience designing quality, training or enablement programmes and coaching frameworks.
• •Strong stakeholder management and cross-functional collaboration skills.
• •Ability to turn quality data into actionable insights and drive change.