Quality Assurance & Training Director

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.

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.

Ensure timely reporting of QA metrics and training performance to stakeholders.

Collaborate with Operations to drive performance improvements through targeted coaching and learning interventions.

Lead special projects related to training innovation and quality transformation.

Exceptional leadership, communication, and stakeholder management skills.

data-driven decision-making.

Expertise in e-learning tools, LMS platforms, and QA systems.

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.