CX Training & Quality Assurance Team Leader

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The CX Training & QA Team Leader drives service excellence by leading onboarding, training, and quality assurance for Axi’s global Customer Experience (CX) team.

This role is responsible for delivering impactful onboarding programs for new joiners, embedding ongoing training to strengthen product knowledge, customer engagement skills, and compliance awareness, and implementing a robust QA framework to monitor interactions and continuously elevate CX standards.

Leading a team of Training and QA Specialists across multiple regions, this role ensures consistency, accountability, and alignment with Axi’s business objectives and regulatory requirements.

Your EDGE assignment/You will:

Training

• Design, deliver, and continuously improve onboarding programs for all new hires (systems, product knowledge, compliance, customer-facing standards).
• Provide ongoing training and development for CX staff, aligned with evolving business needs.
• Collaborate with CS Managers and leaders to identify skill gaps and address them through structured learning.
• Develop, maintain, and update training resources (manuals, presentations, e-learning modules).
• Evaluate training effectiveness through feedback, assessments, and performance observations.
• Publish and manage a training calendar to ensure timely delivery of sessions.
• Support training-related projects and initiatives as required.

Quality Assurance

• Establish and manage a QA framework (scorecards, audit processes) aligned with company standards and regulatory requirements.
• Review and evaluate customer interactions (chat, email, calls) for quality, professionalism, and compliance.
• Provide timely, constructive feedback to agents, Team Leaders, and Managers based on QA evaluations.
• Analyze QA findings to identify trends, risks, and opportunities for process or training improvements.
• Facilitate regular calibration sessions to ensure scoring fairness and alignment.
• Track quality performance metrics and escalate risks or recurring issues to leadership.
• Support QA-related projects as assigned.

Leadership & Collaboration

• Lead, coach, and mentor a global team of Training & QA Specialists, setting clear KPIs and fostering accountability.
• Ensure Training and QA initiatives are executed effectively, consistently, and compliantly.
• Partner with stakeholders across Tech, Product, Compliance, Risk, HR, and CX to integrate training and QA into wider business priorities.
• Oversee the development and governance of SOPs, QA frameworks, scripts, guides, and knowledge bases, ensuring accuracy, compliance, and scalability.

 

Are you the one?

• 5+ years of experience in Customer Experience, Training, or QA leadership roles, preferably within FinTech, Forex, or Financial Services.
• Proven experience designing and delivering onboarding and training programs for diverse, global teams.
• Strong understanding of CX operations, compliance standards, and QA frameworks.
• Experience in managing and mentoring multicultural, distributed teams.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to analyze training and QA data to drive continuous improvement.
• Strong organizational skills, with the ability to manage multiple projects simultaneously.
• Knowledge of learning management systems (LMS), QA tools, and e-learning software is a plus.
• A proactive, collaborative, and improvement-driven mindset.

 

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year, 5 paid study leave days per year, and 1 paid volunteer day per year.
• Subsidized local gym membership.
• Health Insurance.
• Hybrid work mode for greater flexibility

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Hiring Manager Interview (1 hour)
• Team Presentation (1 hour)
• Head of Department Interview (30 minutes)

 

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.