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Manager - Customer Care at JustAnswer. Location Information: India. About the Role. At JustAnswer, we’re on a mission to deliver world-class customer experiences. As the Quality & Training Manager for our Customer Care (COM) team, you’ll be at the heart of that mission — ensuring every interaction reflects excellence, empathy, and consistency. This role goes beyond managing processes: you’ll shape how quality is defined, measured, and elevated, while championing the integration of cutting-edge AI tools like ChatGPT and Prompt Studio to transform the way we train and support our global teams. . What You’ll Do. Lead Quality & Training Excellence :. Own the Quality & Training agenda for the COM team, building frameworks and processes that keep our standards world-class. . Continuously refine agent workflows — from onboarding to handling new product or policy updates — ensuring efficiency and clarity. . Keep our . knowledge base alive and sharp. , so every process is well-documented and easy to follow. . Drive Strong BPO Partnerships :. Act as the go-to Quality & Training partner for our Manila BPO teams. . Collaborate with BPO leadership to. Enhance training effectiveness, design coaching strategies. Close performance gaps. . Run periodic quality reviews and performance analyses to ensure KPIs don’t just get met — they get exceeded. . Champion AI-Driven Innovation :. Be the voice of AI in Quality & Training — embedding ChatGPT, Prompt Studio, and other tools into daily operations. . Translate AI insights into smarter training materials, sharper coaching, and better agent performance. . Set the roadmap for AI adoption in Customer Care, ensuring JustAnswer stays ahead of the curve. . What We’re Looking For. Experience & Expertise: . At least. . 5+ years in Quality & Training management, with 3+ years partnering with BPOs.. Proven success in building processes, improving training outcomes, and driving measurable quality improvements.. Leadership:.  . Ability to lead and develop teams, conduct calibrations, and align global stakeholders.. Strong stakeholder management and influencing skills.. Innovation & AI Adoption:. Curiosity and hands-on experience applying AI tools (e.g., ChatGPT, Prompt Studio) to enhance QA and training.. Willingness to champion AI adoption across Customer Care.. Core Competencies:.  . Strategic thinking, decision-making, conflict management, stakeholder management, and process optimization.. Data-driven, lean, humble, courageous, innovative; thrives in a fast-paced, high-growth environment.. Why This Role Matters. Combine the science of quality with the art of training, powered by AI, to elevate customer experience and shape the future of support..