Director / Senior Manager – Quality & Training

About the role

The Quality & Training Director will lead the design, delivery and governance of training and quality assurance initiatives at UnifyCX, ensuring agents have the skills to provide best‑in‑class customer experiences and that performance standards are consistently measured and improved.

Key responsibilities

• Define and execute the vision and strategy for Quality & Training aligned with business objectives.
• Partner with clients, operations and HR to support growth, retention and customer satisfaction.
• Establish governance frameworks for QA, coaching and training excellence.
• Lead the Training team to create impactful programs, including new‑hire onboarding, upskilling, leadership development and product/process training.
• Implement instructional design best practices, e‑learning, blended learning and evaluate training ROI.
• Oversee QA operations: monitoring, scoring, coaching, calibration sessions and reporting of QA metrics.
• Provide insights on performance trends, process gaps and improvement opportunities.
• Collaborate with Operations on performance improvement projects and drive a culture of continuous improvement.

Required profile

• Exceptional leadership, communication and stakeholder‑management abilities.
• Strong analytical and data‑driven decision‑making skills.
• Ability to balance strategic vision with operational execution.
• Proven track record of inspiring teams and building a culture of excellence.

Required skills

• Expertise in e‑learning tools.
• Experience with Learning Management System (LMS) platforms.
• Familiarity with quality assurance (QA) systems.