Training & Quality Director

Summary Of The Position

The Quality & Training Director will lead the design, delivery, and governance of all training and quality assurance initiatives across UnifyCX. This dual-function role ensures that our people have the skills to deliver best-in-class customer experiences and that performance standards are consistently measured, monitored, and improved.

This leader will partner closely with Operations, Clients, and HR to drive organizational capability, elevate performance, and embed a culture of continuous improvement.

Roles & Responsibilities: (What you’ll do)

Strategic Leadership

• Define the vision and strategy for Quality & Training in alignment with business objectives.
• Partner with clients and internal leaders to ensure training and quality initiatives support growth, retention, and customer satisfaction.
• Establish governance frameworks for QA, coaching, and training excellence.
  
  

Job Description

Training & Development

• Lead the Training team (Instructional Designers, Trainers, Facilitators) to design impactful training programs.
• Oversee new hire training, upskilling, leadership development, and product/process training.
• Implement best practices in instructional design, e-learning, and blended learning.
• Measure training effectiveness through robust evaluation and ROI analysis.
  
  

Quality Assurance & Performance

• Oversee QA operations, including monitoring, scoring, and coaching for agents across customer care, sales, and technical support.
• Conduct calibration sessions (internal and client-based) to ensure scoring consistency.
• Provide insights on trends, process gaps, and improvement opportunities.
• Ensure timely reporting of QA metrics and training performance to stakeholders.
  
  

Operational Excellence

• Collaborate with Operations to drive performance improvements through targeted coaching and learning interventions.
• Lead special projects related to training innovation and quality transformation.
• Foster a culture of accountability, feedback, and continuous improvement.
  
  

Skills & Competencies

• Exceptional leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving ability; data-driven decision-making.
• Expertise in e-learning tools, LMS platforms, and QA systems.
• Ability to balance strategic vision with operational execution.
• Demonstrated ability to inspire teams and build a culture of excellence.
  
  

About Company

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.