Sr. Team Lead Quality & Training – Guest Experience (m/f/d)

<h3>ABOUT NUMA</h3> <p><span>Hey there! We’re Numa, a forward-thinking hospitality brand redefining how people discover cities. We create spaces where simplicity meets innovation, offering thoughtfully designed rooms, studios, and apartments in the heart of Europe’s most vibrant neighbourhoods.<br/></span><span>We’re not just transforming the guest experience—we’re revolutionizing the hospitality industry from the inside out. Our cutting-edge technology streamlines operations, delivering unparalleled value with no hidden fees—just real, quality experiences.<br/></span><span>At Numa, we believe that travel should be curious and authentic, and we bring those same values to our work culture. As part of our team, you’ll experience a dynamic and supportive environment where creativity thrives, and your contributions make a real impact. We’re committed to fostering a diverse, inclusive, and equitable workplace where every voice is valued, and different perspectives fuel our innovation.</span></p><h3>ABOUT THE ROLE</h3> <p>We are seeking a Senior Team Lead for Quality &amp; Training to help us build a world-class Quality &amp; Training function within our Guest Experience department. This is a unique opportunity to build from scratch – developing SOPs, designing quality metrics and KPIs, and shaping how we train and empower our frontline Guest Experience teams across all touchpoints.</p> <p>You will work closely with the Director of Guest Experience, to whom you will report directly, and you will initially manage two team members with the expectation to grow and lead a larger team over time.</p> <h4><strong>Quality Assurance &amp; Quality Monitoring</strong></h4> <ul> <li>Assist in setting up a Quality &amp; Training function <strong>from scratch</strong></li> <li>Define and implement a robust <strong>Quality Assurance framework</strong> for all guest interactions across all communication channels (WhatsApp, phone, email, chat, etc.)</li> <li>Develop and maintain <strong>scorecards, evaluation criteria</strong>, and <strong>quality KPIs</strong>.</li> <li>Conduct regular <strong>quality audits</strong> and deep dives to identify strengths, gaps, and opportunities.</li> <li>Collaborate with Operations, Tech, and Product teams to improve SOPs, tools and workflows that impact the overall guest experience.<br/><br/></li> </ul> <h4><strong>Training &amp; Enablement</strong></h4> <ul> <li>Design and execute <strong>end-to-end training programs</strong> for onboarding, upskilling, regular on-the-job training and future development for a completely remote department</li> <li>Develop new and improve current <strong>training materials, manuals, SOPs</strong>, and <strong>knowledge base content</strong></li> <li>Monitor training effectiveness and regularly adapt content to new features, processes and evolving business and customer needs</li> <li>Facilitate train-the-trainer initiatives to develop (Jr.) Training Managers and foster a strong culture of learning</li> </ul> <h4><strong>Strategy, Roadmap &amp; Project Management</strong></h4> <ul> <li>Drive <strong>project planning and execution</strong> across multiple workstreams, ensuring deadlines, milestones, and KPIs are met according to the Quality &amp; Training roadmap</li> <li>Identify and act on opportunities to innovate and continuously improve QA and training methodologies within the department</li> </ul> <h4><strong>Leadership &amp; Team Building</strong></h4> <ul> <li>Lead and mentor a growing <strong>Quality &amp; Training team</strong>, currently consisting of 2 direct reports</li> <li>Shape the team’s vision, roadmap, and structure for future scaling</li> <li>Build cross-functional relationships with other leads to ensure training and quality processes align with business goals</li> <li>Provide regular coaching and feedback to support individual and team growth.<br/><br/></li> </ul> <h4><strong>Strategic Impact</strong></h4> <ul> <li>Create reports to measure training success and quality improvements.</li> <li>Track and report on <strong>customer satisfaction</strong>, <strong>CSAT</strong>, <strong>NPS</strong>, and <strong>first contact resolution</strong> as impacted by training and QA</li> <li>Identify and act on trends in guest feedback and support outcomes</li> </ul> <h3><strong>ABOUT YOU</strong></h3> <ul> <li>5+ years of experience in Quality &amp; Training roles, 3+ years in leadership roles within customer support or guest experience organisations, ideally in fast-paced high-touch and/or tech-enabled service environments</li> <li>Proven experience building teams and SOPs from the ground up</li> <li>Project management experience and the ability to drive initiatives across departments.</li> <li>Strong expertise in quality frameworks, KPIs, SOP development, and performance measurement</li> <li>Experienced in coaching, mentoring, and managing high-performing teams</li> <li>Proficient with QA tools, LMS systems, and customer support platforms</li> <li>Excel