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 MissionAs 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 RoleThis 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 environmentEnsure CX agents at all levels are continuously supported through high-impact, well-designed learning programsProvide 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 regionsLead knowledge management as a strategic enabler of service consistency and agent empowermentCollaborate cross-functionally with Operations, OPEX, and Product teams to ensure readiness for service changes and channel evolutionKey ResponsibilitiesLearning & Training StrategyOwn and evolve the global CX onboarding and continuous learning programs, including e-learnings, virtual sessions, and coachingDesign 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 needsMeasure learning impact using QA trends, agent feedback, and performance indicators (e.g. CSAT, productivity)Quality ManagementLead the development and governance of QA processes and the CX quality scorecardFacilitate monthly quality calibration meetings across all markets and stakeholder groupsImplement and manage Continuous Improvement Processes (e.g., Kaizen) with a focus on frontline performancePartner 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 experienceKnowledge ManagementOwn 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 standardsDrive KB adoption and usage across agents, ensuring it supports consistent and efficient service deliveryCollaborate with Product and Content teams to integrate product updates into knowledge workflowsDesign KB structure to support both agent performance and scalable self-service outcomesLeadership & Stakeholder CollaborationServe as a strategic partner to CX leadership in defining learning and quality strategyUse QA scores, CSAT, and FCR metrics to identify areas for training, coaching, and knowledge interventionsFoster a culture of learning, feedback, and continuous improvement across CX teamsEngage closely with Team Leads, Product Owners, and Content Owners to drive alignmentAct as a leadership coach to Team Leads, providing guidance and capability-building support to strengthen their effectiveness.RequirementsExperience in CX learning, training design, quality management, or process excellenceProven expertise in building and delivering curriculum-based training programs in high-volume service environmentsStrong command of QA methodologies, calibration, and agent feedback processesHands-on experience with LMS, QA, and KB tools (e.g. Klaus, Zendesk Knowledge)Excellent facilitation, coaching, and communication skillsFluent in English (written and spoken)Proven experience in coaching and developing frontline leaders, alongside managing or mentoring others and leading cross-functional initiatives across regionsOur ValuesWe Win TogetherWe Raise the BarWe Keep It SimpleWe Build A LegacyWe CareWhat We Have To OfferA rare opportunity to work in a social impact company (and certified B Corporation!) where you can see real and tangible impact in your role.Working alongside an international community of users, partners and 1,500+ colleagues across 20 countries that are on the same important mission.Personal and professional development opportunities in a fast-paced scale-up environment.An inclusive company culture where you can bring your authentic self to workA genuine, values-based team culture where we celebrate successes and socialise with colleagues that care to offerCertain US states/jurisdictions require Too Good To Go to include a reasonable estimate of the salary range for this role. A reasonable estimate of the range for new joiners for this role in the United States is an annual base salary of $ 95,000 - $105,000. Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to an individual's assigned work location, experience and expertise.BenefitsWORK FLEXIBLY:Enjoy hybrid working from our great offices, and at home.Extra parental leave and days off beyond local legislation and the option to take an extra week of unpaid leave100% Employer paid health coverage options for employee (Includes medical EPO plan, dental, and vision)50% employer paid health coverage options for your familyAdditional days off for significant life eventsCELEBRATE & SOCIALISERegular social events like summer and winter parties.Coffee, snacks and fully-equipped kitchens.Get to know our community with a monthly free Surprise BagPaid volunteer time through our Shareback volunteering programmeWomen in the Workplace, P.R.I.D.E., Racial & Ethnic Diversity, and Functionally Diverse Employee Resource GroupsHow To ApplyWe take recruitment very seriously, so please carefully check the role requirements and see our website and international media for an overview of Too Good To Go.Submit your CV and Cover letter in English.Please note that we only accept applications coming through our platform. No CV or Cover Letter will be accepted by email or LinkedIn direct messaging.Too Good To Go is an equal opportunity employerJob Ref -A Movement for EveryoneWe want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.