**Director of Quality & Training** **About the Role** **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.