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Job Post Details

Senior Manager, Quality & Training - job post

unifyCX
3.0 de 5 estrellas
Barranquilla, Atlántico

Ubicación

Barranquilla, Atlántico

Descripción completa del empleo

Senior Manager of Quality & Training
About the Role
We are seeking a dynamic and experienced Senior Manager of Quality & Training to lead performance and compliance efforts across our contact centers in the Americas region (U.S., Honduras, Dominican Republic, and Colombia). This is a dual-function leadership role that requires a strategic mindset, hands-on leadership, and the ability to drive excellence in both quality assurance and training programs. The ideal candidate is well-versed in the BPO environment and thrives in fast-paced, growth-oriented organizations.

Key Responsibilities
  • Oversee all Training and Quality functions in the Americas region, ensuring alignment with business objectives and service standards.
  • Lead performance management and development efforts across regional training and quality initiatives.
  • Partner closely with Talent Acquisition to ensure onboarding success and rapid skill adoption for new hires.
  • Monitor quality assurance metrics and production audits to identify performance gaps and drive continuous improvement.
  • Represent Training & Quality in client-facing interactions, including QBRs, WBRs, and escalations, serving as the regional point of contact.
  • Deliver on all BAU (Business As Usual) expectations in training and quality while preparing for future growth.
  • Collaborate with cross-functional teams to foster a high-performance culture rooted in coaching, accountability, and development.
  • Travel across regional sites as needed (approximately 1 week/month), especially during initial ramp-up or alignment phases.

What We’re Looking For
Must-Have Qualifications:
  • 5+ years of experience in a BPO or contact center environment, with proven leadership in Training and/or Quality.
  • Demonstrated success managing multi-site or regional operations across the Americas.
  • Strong knowledge of QA methodologies, training lifecycle management, and performance analysis.
  • Excellent communication skills and comfort with client-facing responsibilities.
  • Experience leading strategic initiatives in quality improvement and onboarding optimization.
  • Familiarity with tools such as CRM, LMS, QM systems, and other training/quality platforms.
  • High attention to detail, data fluency, and strong organizational skills.
  • Fluency in English and Spanish.

Preferred Qualifications:
  • Prior experience as a Senior Manager or Director in a growing BPO organization.
  • Six Sigma, COPC, ISO, or other quality certifications.
  • Proven ability to scale training and QA operations in high-growth environments.
  • Experience managing blended training and quality teams under a unified leadership function.

Work Conditions
  • On-site position based in Barranquilla, Colombia or San Pedro Sula, Honduras
  • Travel required: approx. 25%, especially during onboarding or team realignment period.

Who We Are:

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
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