Training and Quality Manager

About the role

The Training and Quality Manager will lead all training and quality assurance initiatives for assigned business units at UnifyCX. You will ensure that agents have the knowledge, skills, and behaviours needed to deliver exceptional customer experiences while meeting high‑quality standards.

Key responsibilities

• Manage end‑to‑end training functions, including new‑hire onboarding, refresher courses, nesting support, process updates and upskilling.
• Lead and mentor trainers, facilitators and instructional designers to deliver engaging learning experiences.
• Align training content, learning pathways and certifications with business and client expectations.
• Measure learning effectiveness through assessments, scorecards, feedback and post‑training performance analysis.
• Partner with Operations to identify performance gaps and design targeted learning interventions.
• Oversee daily Quality Assurance operations: monitoring, scoring, feedback and coaching.
• Conduct calibration sessions with internal stakeholders and clients to ensure scoring consistency.
• Analyze quality trends, customer pain points and process gaps to recommend actionable improvements.
• Provide timely QA performance reporting, audit findings and quality insights.
• Collaborate with Operations to improve KPI performance through structured coaching plans.

Required profile

• Proven experience managing training and quality functions in a contact‑center or BPO environment.
• Ability to work closely with Operations, Clients, HR and Leadership teams.
• Strong analytical mindset for interpreting quality data and driving improvements.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to shape learning and quality strategy for a fast‑growing global BPO.
• Collaborative, multicultural work environment.
• Access to advanced AI‑driven tools and continuous professional development.