Job summary 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. 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. 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. Benefits - 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. Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora