Supervisor, Customer Service Operations Global Training, Quality Assurance &

About arenaflex arenaflex is a forwardthinking leader in the educationtechnology and assessment space, dedicated to transforming how people learn, certify, and advance their careers worldwide. With a portfolio that spans digital assessments, virtual learning platforms, language instruction, reputed company upskilling, and highereducation solutions, arenaflex serves millions of learners, educators, and employers across every continent. Our mission is to add life to a lifetime of learning, creating vibrant, realworld experiences that empower individuals to achieve the futures they imagine. As part of our ambitious digitalfirst strategy, we are continuously expanding our global contactcenter footprint, investing in cuttingedge training methodologies, and championing a culture of inclusion, innovation, and continuous improvement. Why This Role Matters The Supervisor, Customer Service Operations is the linchpin that ensures our global contactcenter teams deliver worldclass support to candidates, clients, and partners. You will own both the quality assurance program and the training ecosystem, shaping the experience of thousands of agents and, ultimately, the satisfaction of millions of endusers. This is a highvisibility position that partners directly with regional leadership, product owners, and crossfunctional teams to drive consistency, compliance, and excellence across every interaction. Core Responsibilities Team Supervision & Leadership Lead the Quality and Training teams by setting clear performance goals, conducting regular coaching sessions, and fostering a culture of accountability and growth. Manage staffing schedules to guarantee 24/7 coverage across all time zones, balancing workload, peakvolume demands, and employee wellbeing. Identify, design, and implement process improvements that increase efficiency, reduce error rates, and elevate the overall service experience. Champion a datadriven mindset, using metrics and dashboards to track team performance and celebrate successes. Quality Assurance Program Management Own the endtoend quality assurance framework, including calibration sessions, scorecard development, and continuousimprovement loops. Produce regular, insightful reports on quality trends, rootcause analyses, and corrective action plans for senior leadership. Collaborate with regional contactcenter managers to ensure uniform application of quality standards across all contact types (phone, chat, email, social). Speak to quality metrics, interpret trends, and drive strategic initiatives that raise service levels and meet client expectations. Training Design, Development & Delivery Define training objectives aligned with business goals, regulatory requirements, and emerging product features. Partner with Operations, arenaflex clientfacing departments, and subjectmatter experts to create engaging, multimodal learning content (live virtual sessions, trainthetrainer programs, elearning modules, and comprehensive documentation). Conduct thorough needs analyses across all regions to identify skill gaps and future training requirements. Maintain a centralized training record system, ensuring compliance with audit standards and easy accessibility for agents worldwide. Measure training effectiveness through surveys, quality monitoring, escalation analysis, and posttraining assessments, iterating on curriculum as needed. Stay abreast of adultlearning research, industry best practices, and emerging technologies to keep arenaflexs training program at the cutting edge. Compliance & Audit Readiness Ensure all training and quality documentation meets internal and external regulatory standards, including data privacy, accessibility, and industryspecific compliance. Lead audit preparation activities, providing accurate records, evidence of compliance, and actionable remediation plans. Educate and coach team members on compliance requirements, fostering a culture of vigilance and responsibility. Essential Qualifications Bachelors degree or equivalent professional experience. Minimum of five years experience in a contactcenter environment, with at least two years focused on training and quality assurance. Proven track record of leading teams in a fastpaced, global setting. Handson experience designing, delivering, and evaluating training programs for diverse, multilingual audiences. Strong analytical skills with the ability to interpret quality data, identify trends, and recommend actionable improvements. Excellent oral, written, and interpersonal communication skills, capable of influencing stakeholders at all levels. Preferred Qualifications Experience with largescale digital assessment platforms or similar technologydriven services. Familiarity with learning management systems (LMS), content authoring tools, and virtual classroom technologies. Certification in instructional design, quality management (e.g., Six reputed company, CQI), or related fields. Multilingual .