Senior Manager, Quality & Training (1 / 10 / 2025)...

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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

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