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About Company

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, 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 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 general market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Summary of the Position

The Training & Quality Manager will oversee the execution and continuous improvement of all training and quality assurance initiatives across assigned business units at UnifyCX. This role is responsible for ensuring employees are equipped with the knowledge, skills, and behaviours required to deliver exceptional customer experiences while maintaining high-quality performance standards.

The candidate will work closely with Operations, Clients, HR, and Leadership teams to improve performance outcomes, and ensure consistency in training delivery and quality processes.

Roles & Responsibilities Training & Development

- Manage the end-to-end training function, including new hire training, refresher training, nesting support, process updates,



and upskilling initiatives.
- Lead and mentor Trainers, Facilitators, and Instructional Design resources to ensure effective and engaging learning delivery.
- Ensure training content, learning pathways, and certifications are aligned with business and client expectations.
- Drive learning effectiveness through assessments, training scorecards, feedback, and post-training performance analysis.
- Support leadership development and soft skills interventions for frontline and support teams.
- Partner with Operations to identify performance gaps and implement targeted learning interventions.

Quality Assurance & Performance Management

- Manage day-to-day Quality Assurance operations, including monitoring, scoring, feedback, and coaching effectiveness.
- Ensure adherence to quality standards across customer service, sales, and technical support programs.
- Conduct calibration sessions with internal stakeholders and clients to maintain scoring consistency and alignment.
- Analyze quality trends, customer pain points, and recurring process gaps to recommend actionable improvements.
- Ensure timely and accurate reporting of QA performance, audit findings, and quality insights.
- Collaborate with Operations teams to improve KPI performance through structured coaching and capability-building plans.
- Drive action plans for bottom performers and support performance recovery initiatives.
- Ensure compliance with client requirements, SOPs, and internal quality standards.
- Support process transitions, new program launches, and change management initiatives from a training and quality perspective.

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📌 Global Training & Quality Leader for CX Operations (Colombia)
🏢 Glowtouch technologies
📍 Colombia