Customer Experience Trainer & Quality Lead

At Too Good To Go, we dream of a planet with no food waste.

Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. 

We are on a mission to change that - are you with us?

Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 132 Million users, and more than 512 million meals saved.

We’re proud of what we’ve achieved so far, but we are just at the start of our journey.

We are looking for a Customer Experience Trainer & Quality Lead who will shape and build the global CX learning and quality function, driving both strategic development and hands-on execution of initiatives across our CX organization.

 

Your mission: 

As a newly defined global CX management position, it offers the opportunity to establish standards, elevate capabilities, and drive operational excellence across a fast-scaling global CX organization. 

 

Your role:

This role combines leadership of CX learning programs (onboarding, development, coaching) with ownership of quality assurance (QA processes, calibration, continuous improvement and knowledge base governance). Beyond agent development, it focuses on coaching and enabling CX Team Leads, fostering stronger leadership and coaching capabilities across all markets. 

• Develop and implement an integrated Learning & Quality Framework tailored to the operational needs of the CX environment
• Ensure CX agents at all levels are continuously supported through high-impact, well-designed learning programs
• Provide structured coaching and leadership development for Team Leads, enabling them to drive performance and engagement.
• Drive consistent QA standards, calibration routines, and data-driven quality improvement across regions
• Lead knowledge management as a strategic enabler of service consistency and agent empowerment
• Collaborate cross-functionally with Operations, OPEX, and Product teams to ensure readiness for service changes and channel evolution

 

Key Responsibilities

Learning & Training Strategy

• Own and evolve the global CX onboarding and continuous learning programs, including e-learnings, virtual sessions, and coaching
• Design and deliver skill-based development trainings 
• Lead and facilitate a "Train-the-Trainer" approach to empower Team Leads and deliver direct coaching and leadership development sessions for Team Leads (e.g., feedback delivery, performance management, change adoption). 
• Develop structured training curricula that align with CX priorities and are adaptable to different regions and learner needs
• Measure learning impact using QA trends, agent feedback, and performance indicators (e.g. CSAT, productivity)
  
  

Quality Management

• Lead the development and governance of QA processes and the CX quality scorecard
• Facilitate monthly quality calibration meetings across all markets and stakeholder groups
• Implement and manage Continuous Improvement Processes (e.g., Kaizen) with a focus on frontline performance
• Partner with CX Operations/Frontline to ensure QA design aligns with evolving channels (e.g. chat, self-service)
• Own configuration, data quality, and reporting in the QA tool (e.g. Klaus)
• Use quality data to identify trends, inform coaching priorities, and improve customer experience

Knowledge Management

• Own the structure, processes, governance, and development of the CX Knowledge Base (KB)
• Ensure knowledge content is accurate, user-focused, and aligned with tone of voice standards
• Drive KB adoption and usage across agents, ensuring it supports consistent and efficient service delivery
• Collaborate with Product and Content teams to integrate product updates into knowledge workflows
• Design KB structure to support both agent performance and scalable self-service outcomes

Leadership & Stakeholder Collaboration

• Serve as a strategic partner to CX leadership in defining learning and quality strategy
• Use QA scores, CSAT, and FCR metrics to identify areas for training, coaching, and knowledge interventions
• Foster a culture of learning, feedback, and continuous improvement across CX teams
• Engage closely with Team Leads, Product Owners, and Content Owners to drive alignment
• Act as a leadership coach to Team Leads, providing guidance and capability-building support to strengthen their effectiveness.