Training & Quality Director

**Job Description:** As the Quality & Training Director at UnifyCX, you will be responsible for leading the design, delivery, and governance of all training and quality assurance initiatives. Your role is crucial in ensuring that the team possesses the necessary skills to deliver exceptional customer experiences while consistently improving performance standards. **Roles & Responsibilities:** - **Strategic Leadership:** - 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 in designing impactful training programs. - Oversee various training programs including new hire training, 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. - Conduct calibration sessions for scoring consistency. - Provide insights on trends, process gaps, and improvement opportunities. - Ensure timely reporting of QA metrics and training performance. - **Operational Excellence:** - Collaborate with Operations to drive performance improvements through targeted coaching and learning interventions. - Lead special projects related to training innovation and quality transformation. - Foster a culture of accountability, feedback, and continuous improvement. **Skills & Competencies:** - Exceptional leadership, communication, and stakeholder management skills. - Strong analytical and problem-solving ability with data-driven decision-making. - Expertise in e-learning tools, LMS platforms, and QA systems. - Ability to balance strategic vision with operational execution. - Demonstrated ability to inspire teams and build a culture of excellence. **About Company:** UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in multiple countries. They provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. UnifyCX leverages advanced AI technologies to enhance customer experience and operational efficiency, positioning them as a trusted partner for businesses across industries. As a certified minority-owned business and an EOE employer, UnifyCX values diversity and is committed to innovation and excellence.,