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

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

ABOUT NUMA

Hey there! We’re Numa, a
- 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.
We’re not just transforming the guest experience—we’re revolutionizing the hospitality industry from the inside out. Our
- edge technology streamlines operations, delivering unparalleled value with no hidden fees—just real, quality experiences.
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.

We are seeking a Senior Team Lead for Quality & Training to help us build a
- class Quality & 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.

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.

• Assist in setting up a Quality & Training function from scratch
• Define and implement a robust Quality Assurance framework for all guest interactions across all communication channels (Whats
  App, phone, email, chat, etc. )
• Develop and maintain scorecards, evaluation criteria, and quality KPIs.
• Conduct regular quality audits and deep dives to identify strengths, gaps, and opportunities.
• Collaborate with Operations, Tech, and Product teams to improve SOPs, tools and workflows that impact the overall guest experience.
  
  

• Design and execute end-to-end training programs for onboarding, upskilling, regular
  -
  - job training and future development for a completely remote department
• Develop new and improve current training materials, manuals, SOPs, and knowledge base content
• Monitor training effectiveness and regularly adapt content to new features, processes and evolving business and customer needs
• Facilitate
  -
  - trainer initiatives to develop (Jr. ) Training Managers and foster a strong culture of learning

• Drive project planning and execution across multiple workstreams, ensuring deadlines, milestones, and KPIs are met according to the Quality & Training roadmap
• Identify and act on opportunities to innovate and continuously improve QA and training methodologies within the department

• Lead and mentor a growing Quality & Training team, currently consisting of 2 direct reports
• Shape the team’s vision, roadmap, and structure for future scaling
• Build
  - functional relationships with other leads to ensure training and quality processes align with business goals
• Provide regular coaching and feedback to support individual and team growth.
  
  

• Create reports to measure training success and quality improvements.
• Track and report on customer satisfaction, CSAT, NPS, and first contact resolution as impacted by training and QA
• Identify and act on trends in guest feedback and support outcomes

• 5+ years of experience in Quality & Training roles, 3+ years in leadership roles within customer support or guest experience organisations, ideally in
  - paced
  - touch and/or
  - enabled service environments
• Proven experience building teams and SOPs from the ground up
• Project management experience and the ability to drive initiatives across departments.
• Strong expertise in quality frameworks, KPIs, SOP development, and performance measurement
• Experienced in coaching, mentoring, and managing
  - performing teams
• Proficient with QA tools, LMS systems, and customer support platforms
• Excellent communicator with a strong command of English (C1 minimum) – both written and spoken

• Empower your career: Thrive in a
  - paced, collaborative environment where your ideas help shape our future. Enjoy opportunities for professional growth and build a fulfilling career path.
• Experience our brand: Immerse yourself in the Numa lifestyle with a complimentary stay. Share the love with friends and family through exclusive discounts on our stylish apartments. Connect with a global community of colleagues at our inspiring
  - building events.

Numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person’s talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.

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