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Manager of Customer Service Quality and Training at Jobgether. This position is posted by Jobgether on behalf of FCP Euro. We are currently looking for a Manager of Customer Service Quality and Training in United States.. In this pivotal role, you will shape the quality and training framework of a high-performing customer service team dedicated to excellence. You will design and lead onboarding and upskilling programs, oversee quality assurance, and turn data insights into performance improvements. This is a remote-based opportunity with occasional in-person collaboration in Arizona or Connecticut. You’ll work closely with team leaders and senior management to implement strategies that scale with the business while fostering a customer-first mindset and culture of continuous improvement.. Accountabilities:. . Design and manage onboarding, training, and ongoing education programs for all customer service tiers.. . Oversee the QA function including scorecard development, reviews, calibrations, and reporting to ensure consistency and excellence.. . Partner with subject matter experts to maintain current and relevant knowledge management systems.. . Analyze performance data to identify trends, gaps, and actionable insights that drive continuous improvement.. . Work cross-functionally to coordinate upskilling and cross-training efforts to boost team agility.. . Support assistant managers with coaching tools and feedback derived from QA outcomes.. . Directly manage the QA Program Lead, and play a key role in building out the team as the department scales.. . Support strategic planning, including team structure development, onboarding plans, and automation opportunities.. . . 5+ years of experience in quality assurance, training, or learning & development roles within customer service.. . Minimum of 1 year in a people management role with demonstrated leadership capabilities.. . Familiarity with omnichannel support (phone, chat, email), ideally in a technical or tiered service environment.. . Strong communication and facilitation skills with the ability to simplify complex information.. . A strategic thinker who’s equally comfortable executing hands-on tasks.. . Demonstrated ability to work in a dynamic environment, building systems from scratch and adapting with feedback.. . A passion for customer experience and, ideally, an interest in the automotive industry to build empathy with technical teams.. . Company Location: United States.