• Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of team members • Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment • Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives • Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience • Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels • Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes • Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes • Identify and implement AI-driven solutions to scale support quality and efficiency • Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights