Senior Manager, Quality & Training (Solo Quedan 24h)...

Join or sign in to find your next job

Join to apply for the Director of Quality & Training role at UnifyCX

Join to apply for the Director of Quality & Training role at UnifyCX

Get AI-powered advice on this job and more exclusive features.

About The Role

We are seeking a dynamic and experienced

About The Role

We are seeking a dynamic and experienced Director of Quality & Training to lead performance and compliance efforts across our contact centers in the Americas region (U.S., Honduras, Dominican Republic, and Colombia). This is a dual-function leadership role that requires a strategic mindset, hands-on leadership, and the ability to drive excellence in both quality assurance and training programs. The ideal candidate is well-versed in the BPO environment and thrives in fast-paced, growth-oriented organizations.

Key Responsibilities

• Oversee all Training and Quality functions in the Americas region, ensuring alignment with business objectives and service standards.
• Lead performance management and development efforts across regional training and quality initiatives.
• Partner closely with Talent Acquisition to ensure onboarding success and rapid skill adoption for new hires.
• Monitor quality assurance metrics and production audits to identify performance gaps and drive continuous improvement.
• Represent Training & Quality in client-facing interactions, including QBRs, WBRs, and escalations, serving as the regional point of contact.
• Deliver on all BAU (Business As Usual) expectations in training and quality while preparing for future growth.
• Collaborate with cross-functional teams to foster a high-performance culture rooted in coaching, accountability, and development.
• Travel across regional sites as needed (approximately 1 week / month), especially during initial ramp-up or alignment phases.

What We’re Looking For

Must-Have Qualifications

Preferred Qualifications

Work Conditions

Who We Are :

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

Seniority level

Director

Employment type

Full-time

Job function

Quality Assurance

Business Consulting and Services

Referrals increase your chances of interviewing at UnifyCX by 2x

Get notified about new Director of Quality jobs in Barranquilla, Atlántico, Colombia.

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr