Training & Quality Assurance Program Manager, Customer Experience

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

About the role

As a Training & QA Program Manager for the Customer Experience team, you will oversee and execute customer experience training and quality assurance programs tailored to organizational needs, ensuring agreement on strategic global goals, and contributing to a stable and outstanding customer experience. You will improve agent performance and develop impactful training and quality programs that strengthen quality standards across global operations.

You will design, implement, and ensure the continuous improvement of training and quality programs to foster outstanding and growth-oriented support teams around the world. You will collaborate with internal partners to build and measure the success of learning and quality opportunities using QA insights, ensuring teams have the skills to deliver outstanding customer experiences.

In the role of Training & QA Program Manager, you will report to the Senior Manager of Quality Assurance on Crunchyroll's global Customer Experience team.

We are considering applicants for the location of Mexico City, Mexico.

Core Areas of Responsibility

• Lead Training & Quality Programs:
  • Manage regional or partner-specific training and QA programs, including targeted audits and quality improvement projects, to help support agent onboarding and ongoing skill enhancement.
• Ensure Strategic Alignment:
  • Partner with vendors and cross-teams to align QA and L&D programs with organizational priorities and CX strategies, using QA and training insights to promote consistency, integration, and long-term agent development.
• Analyze & Act on Data:
  • Leverage operational and quality data to identify trends and causes of customer satisfaction and dissatisfaction, sharing insights with internal partner teams to shape training content, guide operational strategies, and lead quality improvements that enhance both agent and customer experiences.
• Support Vendor & Measure Success:
  • Promote global consistency in training and QA by overseeing vendor calibration, implementing multilingual train-the-trainer programs (Portuguese, Spanish), and measuring program effectiveness in partnership with Operations to ensure agreement on organizational quality standards.
• Promote Process Automation & Learning Innovations:
  • Promote innovation in training and quality programs by using QA and L&D tools with automation solutions to improve efficiency, cross-departmental scalability, and team-wide engagement, while assessing effectiveness through data, feedback, and evaluations to meet evolving needs.
• Foster Learning & Development:
  • Mentor and support QA and training teams — both internal and partner-based — by overseeing audit and project delivery, providing constructive feedback, and facilitating engaging learning experiences (e.g., multilingual workshops, train-the-trainer, resources) to foster ongoing skill development and informed program design.

About You

We get excited about candidates, like you, because...

• 5+ years of experience in Training and Quality Assurance for Customer Experience teams
• 2+ years of experience in leading training and quality programs and managing internal and outsourced teams
• Experience with LMS systems
• Experience with Quality Assurance tools
• Familiarity with advanced conversation review tools, blending automated checks, manual reviews, AI-driven insights, and large-scale conversational analysis to enhance agent and operational performance.
• Expertise in developing and delivering structured remote and in-person training programs using learning management systems (LMS) based on performance data and regional, cultural, and language-specific needs for agents.
• Written and spoken proficiency in English, Brazilian Portuguese, and Spanish.
• Experience launching and overseeing global training and quality improvement projects.
• Experience in analyzing quality data and translating insights into strategies to improve customer interactions and operational efficiency.
• Experience mentoring and developing team members to achieve their professional goals.

About the Team

You will be part of a global Learning & Quality team within Customer Experience to empower agent performance and lead workflow optimization. Together, we strengthen service quality, support employee satisfaction, and enhance the customer experience through thoughtful, data-informed quality programs.

#LifeAtCrunchyroll #LI-Hybrid