Manager of Customer Service Quality and Training

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.

• Base salary of $80,000–$110,000 depending on experience, with total compensation potential up to $120,000 annually.
• Company-subsidized medical, dental, and vision insurance, including a zero-premium medical plan for employees.
• Health Savings Account with company contributions.
• 120 hours of Paid Time Off, 40 hours of Paid Sick Time, plus paid company holidays.
• 401(k) with company contributions and matching.
• Employee discounts on European automotive parts.
• Remote role with occasional in-person collaboration opportunities.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!

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