Join or sign in to find your next job Join to apply for the Director of Quality & Training role at UnifyCX Join to apply for the Director of Quality & Training role at UnifyCX Get AI-powered advice on this job and more exclusive features. About The Role We are seeking a dynamic and experienced 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 - 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. Seniority level - Seniority level Director Employment type - Employment type Full-time Job function - Job function Quality Assurance - Industries Business Consulting and Services Referrals increase your chances of interviewing at UnifyCX by 2x Get notified about new Director of Quality jobs in Barranquilla, Atlántico, Colombia. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr