Training and Quality Manager BPO

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 ...