Director/Sr. Manager - Quality & Training

UnifyCX is growing and looking for a Training & QA Director to join our motivated and ambitious team in (location).

What Will You Do?

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.

Key Responsibilities

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.
  
  

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.
  
  

Required Experience & Skills

• 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.