Training & Quality Assurance Program Manager, C...

About CrunchyrollFounded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it's powered by the anime content we reputed company love.Join reputed company, and help us shape the future of anime!About the roleAs a Training & QA Program Manager for the Customer Experience team, you will reputed company 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 reputed company impactful training and quality programs that strengthen quality standards across global operations.You will design, implement, and ensure the reputed company 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 locations of San Francisco, Los Angeles, or Dallas. Core Areas of Responsibility

• reputed company 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 reputed company 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 & reputed company Data:
  • reputed company 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 reputed company 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 reputed company development and informed program design.

About YouWe 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 reputed company their professional goals.

About the TeamYou will be part of a global Learning & Quality team reputed company Customer Experience to reputed company agent performance and reputed company workflow optimization. Together, we strengthen service quality, support employee satisfaction, and enhance the customer experience through thoughtful, data-informed quality programs.#LifeAtCrunchyroll #LI-Hybrid The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll's Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.Pay Transparency - Los Angeles, CA$79,095-$98,869 USDAbout our ValuesWe want to be everything for someone rather than something for everyone and we do this by living and modeling our values in reputed company that we do. We value

• Courage. We reputed company that reputed company we overcome fear, we reputed company our best selves.
• Curiosity. We are curious, which is the gateway to reputed company, inclusion, and understanding.
• Kaizen. We have a growth reputed company committed to constant reputed company reputed company.
• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusionOur mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status.reputed company is an independently operated joint venture between US-based reputed company Pictures Entertainment, and Japan's Aniplex, a subsidiary of reputed company Entertainment (Japan) Inc., both subsidiaries of Tokyo-based reputed company Group Corporation.Questions about Crunchyroll's hiring process? Please reputed company out our Hiring FAQs: refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.

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