Training and Quality Manager (Barranquilla)

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 integral 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 global 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, tra Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b4834