Director of Quality & Training
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
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:
- 5+ years of experience in a BPO or contact center environment, with proven leadership in Training and/or Quality.
- Demonstrated success managing multi-site or regional operations across the Americas.
- Strong knowledge of QA methodologies, training lifecycle management, and performance analysis.
- Excellent communication skills and comfort with client-facing responsibilities.
- Experience leading strategic initiatives in quality improvement and onboarding optimization.
- Familiarity with tools such as CRM, LMS, QM systems, and other training/quality platforms.
- High attention to detail, data fluency, and strong organizational skills.
- Fluency in English and Spanish.
Preferred Qualifications:
- Prior experience as a Senior Manager or Director in a growing BPO organization.
- Six Sigma, COPC, ISO, or other quality certifications.
- Proven ability to scale training and QA operations in high-growth environments.
- Experience managing blended training and quality teams under a unified leadership function.
Work Conditions
- On-site position based in Barranquilla, Colombia or San Pedro Sula, Honduras
- Travel required: approx. 25%, especially during onboarding or team realignment period.
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.
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