Training & Quality Director

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 members have the necessary skills to provide exceptional customer experiences and that performance standards are consistently measured, monitored, and improved. You will collaborate with various departments to drive organizational capability, elevate performance, and establish a culture of continuous improvement. - Define the vision and strategy for Quality & Training aligned 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 - Lead the Training team in designing impactful training programs - Oversee various training programs including 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 - Oversee QA operations and provide monitoring, scoring, and coaching for agents - Conduct calibration sessions to ensure scoring consistency - Provide insights on trends, process gaps, and improvement opportunities - Collaborate with Operations to drive performance improvements through coaching and learning interventions - Lead special projects related to training innovation and quality transformation - Foster a culture of accountability, feedback, and continuous improvement - Exceptional leadership, communication, and stakeholder management skills - Strong analytical and problem-solving ability with a data-driven decision-making approach - 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,