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Head of Training and Quality

June 9, 2026

<h3>Company Overview </h3>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.<h3>The Role </h3>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.<h3>What you will do</h3>Quality Assurance<ul><li>Design and evolve QA frameworks and scorecards grounded in COPC standards.</li><li>Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.</li><li>Own root-cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.</li><li>Deploy AI-powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.</li></ul>Training & Development<ul><li>Own the full training lifecycle: new-hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.</li><li>Build scalable training infrastructure (LMS, playbooks, certifications) for a multi-market, multi-language operation.</li><li>Integrate AI into the agent experience (copilots, real-time assist, augmented learning) and ensure effective human-AI collaboration.</li><li>Measure training effectiveness (speed-to-competency, post-training CSAT lift, retention) and iterate.</li></ul>Leadership & Governance<ul><li>Mentor and develop QA and Training Managers into high-performing leaders.</li><li>Own CSAT and FCR delivery using QA and Training as primary performance levers.</li><li>Establish governance for BPO/external partners to ensure quality as the operation scales.</li><li>Present strategic insights and recommendations to the Director of Customer Care and senior leadership.</li></ul><h3>What you bring </h3>Must-Have Qualifications<ul><li>Experience: 8+ years in Contact Centre QA/Training, including 3+ years in senior leadership managing both functions.</li><li>Scale: Proven success managing operations of 200+ agents in 24/7, multi-channel, and multi-language environments.</li><li>Standards: Deep working knowledge of COPC standards with a track record of performance improvement.</li><li>Data Fluency: Strong capability in building scorecards, interpreting trends, and evidence-based decision-making.</li><li>AI Implementation: Hands-on experience deploying AI tools for quality management and agent enablement.</li><li>Program Design: Expert in designing and delivering new-hire and performance-based training at scale.</li><li>Partner Management: Experience onboarding and managing BPO/external partners for quality and training.</li><li>Leadership: Mentored junior managers into autonomous, high-performing leaders.</li><li>Languages: Advanced English proficiency (Spanish is a plus).</li></ul>Nice-to-Have Skills<ul><li>Certifications: COPC Registered Coordinator (or above); Six Sigma, Lean, or Process Improvement.</li><li>Industry: Experience in Telecoms, eSIM, Connectivity, or Travel Tech.</li><li>Tech Stack: Familiarity with Intercom, Zendesk, or similar CRM/Helpdesk platforms.</li><li>E-Learning: Experience with LMS platforms and content authoring tools.</li></ul><h3>Benefits & Perks</h3><ul><li>Remote-First & Flexible: Work from anywhere with a schedule that respects your work-life balance.</li><li>Growth Culture: Join a high-growth scale-up where your leadership directly impacts global expansion.</li><li>Equipped for Success: Competitive salary, top-tier tools, and a collaborative, international team.</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...