Director of Quality Job Summary We are seeking a dynamic and experienced professional to lead performance and compliance efforts across our contact centers in the Americas region. - Oversee all Training and Quality functions, 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. - Deliver on all 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. Required Skills and 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. Benefits - On-site position based in Barranquilla, Colombia or San Pedro Sula, Honduras - Travel required: approx. 25%, especially during onboarding or team realignment period. About Us We are an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide.