Manager of Customer Service Quality and Training

Summary

Join FCP Euro as the dynamic Manager of Quality and Training to enhance the performance of our Customer Service team and provide a world-class customer experience. This key leadership role involves designing and leading engaging onboarding programs, driving impactful coaching and development, and refining QA processes to ensure consistency and excellence. You will analyze performance data, foster a culture of growth and accountability, and actively contribute to the support team's future. This remote position, with occasional in-person collaboration in Mesa, AZ or Milford, CT, includes direct oversight of the QA Program Lead, with opportunities for team growth. The role requires a proactive approach to training program evolution, knowledge and skills development, cross-training coordination, quality assurance, performance coaching, team management, data analysis, strategic planning, and empowering leaders.

Requirements

• 5+ years in QA, training, or L&D roles within a customer service environment
• 1+ years of experience in people management
• Experience supporting omnichannel customer service teams (email, chat, phone), ideally with technical tiers
• Proactive communicator and facilitator; skilled at creating clarity from ambiguity
• Comfortable building from scratch and iterating based on feedback
• Flexible, with a player-coach mindset—comfortable setting strategy and rolling up your sleeves to execute

Responsibilities

• Own and evolve our training programs – Design a comprehensive onboarding and continuing education program that empowers new hires and experienced team members across all roles and tiers
• Lead knowledge and skills development – Identify tools and systems for effective knowledge management, support tier-specific training, and partner with internal experts to keep content fresh and relevant
• Drive cross-training and team agility – Coordinate refreshers and role-based upskilling to ensure the team is prepared for evolving needs and responsibilities
• Champion quality assurance – Oversee QA reviews, calibrations, and reporting while continuously improving the QA scorecard to align with team growth and customer expectations
• Coach for performance – Collaborate with assistant managers to deliver consistent, actionable coaching based on QA results, and flag systemic quality trends for resolution
• Manage and develop others – Directly manage the QA Program Lead and help shape the structure of future quality and training roles as the team scales
• Turn data into action – Analyze training and QA performance data to surface trends, drive improvements, and deliver insights to senior leadership
• Lead with strategy and scale in mind – Contribute to team planning, scope new roles, develop onboarding plans, and find opportunities to streamline or automate repeatable processes
• Empower leaders – Equip frontline managers with tools, guidance, and systems to elevate coaching and performance across the board

Preferred Qualifications

Interest in the European automotive industry is a plus, especially for developing empathy with technical agents

Benefits

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution
• 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time, plus Company Holidays
• 401 (k) with Company deposit and match
• Discounted prices on our catalog of European car parts!