Head of Training and Quality

Company Overview

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people. We’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

As our Head of Quality & Training, you will lead the strategic evolution of our 200+ agent global operation, directly influencing CSAT and FCR through excellence in agent performance. By mentoring emerging leaders and embedding AI-driven frameworks, you ensure our customer experience remains world-class as we scale.

What you will do

Quality Assurance

• Design and evolve QA frameworks and scorecards grounded in COPC standards.

• Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.

• Own root-cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.

• Deploy AI-powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.

Training & Development

• Own the full training lifecycle: new-hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.

• Build scalable training infrastructure (LMS, playbooks, certifications) for a multi-market, multi-language operation.

• Integrate AI into the agent experience (copilots, real-time assist, augmented learning) and ensure effective human-AI collaboration.

• Measure training effectiveness (speed-to-competency, post-training CSAT lift, retention) and iterate.

Leadership & Governance

• Mentor and develop QA and Training Managers into high-performing leaders.

• Own CSAT and FCR delivery using QA and Training as primary performance levers.

• Establish governance for BPO/external partners to ensure quality as the operation scales.

• Present strategic insights and recommendations to the Director of Customer Care and senior leadership.

What you bring

Must-Have Qualifications

• Experience: 8+ years in Contact Centre QA/Training, including 3+ years in senior leadership managing both functions.

• Scale: Proven success managing operations of 200+ agents in 24/7, multi-channel, and multi-language environments.

• Standards: Deep working knowledge of COPC standards with a track record of performance improvement.

• Data Fluency: Strong capability in building scorecards, interpreting trends, and evidence-based decision-making.

• AI Implementation: Hands-on experience deploying AI tools for quality management and agent enablement.

• Program Design: Expert in designing and delivering new-hire and performance-based training at scale.

• Partner Management: Experience onboarding and managing BPO/external partners for quality and training.

• Leadership: Mentored junior managers into autonomous, high-performing leaders.

• Languages: Advanced English proficiency (Spanish is a plus).

Nice-to-Have Skills

• Certifications: COPC Registered Coordinator (or above); Six Sigma, Lean, or Process Improvement.

• Industry: Experience in Telecoms, eSIM, Connectivity, or Travel Tech.

• Tech Stack: Familiarity with Intercom, Zendesk, or similar CRM/Helpdesk platforms.

• E-Learning: Experience with LMS platforms and content authoring tools.

Benefits & Perks

• Remote-First & Flexible: Work from anywhere with a schedule that respects your work-life balance.

• Growth Culture: Join a high-growth scale-up where your leadership directly impacts global expansion.

• Equipped for Success: Competitive salary, top-tier tools, and a collaborative, international team.