Overview UnifyCX is looking for an extraordinary Training & Quality Manager to join our motivated and ambitious team in South Africa. Responsibilities Team Management: Provide coaching, mentorship, and feedback to training supervisors, trainers, QA supervisors, and quality analysts to enhance performance and ensure adherence to best practices. Training Design: Develop new hire training curriculum, comprehensive training modules, quality calibration materials, and refresher courses tailored to each campaign or site-specific need. Update curricula and QA documentation as required to reflect new information, processes, or client feedback. Ongoing Training & Quality Support: Manage ongoing training requirements for production teams including change management, refresher training, process and policy updates, quality improvement initiatives, and performance coaching programs. Quality Assurance Oversight: Lead and manage QA programs including call audits, calibration sessions, root cause analysis, quality scorecard management, and customer experience improvement initiatives. Performance Monitoring: Communicate with internal and external clients to review new hire performance, QA trends, departmental KPIs, CSAT, compliance metrics, and operational performance. Identify opportunities to enhance training effectiveness and quality outcomes. Client Engagement: Attend client meetings to gather insights, address training and quality-related concerns, and align strategies with operational goals and client expectations. Training & QA Observations: Conduct training observations, QA audits, and calibration reviews while developing action plans to improve trainer, analyst, and operational performance. Strategic Planning: Plan and strategize training and quality initiatives throughout the year, with a focus on peak seasons, ramp readiness, quality improvement, and high-growth periods. Budget Management: Oversee the training and quality department budgets, ensuring efficient allocation of resources for development initiatives, engagement activities, and operational support programs. Engagement Activities: Design and execute initiatives to foster engagement, retention, and performance improvement among trainees and production employees during and after training. Reporting & Analytics: Analyze quality trends, training effectiveness, nesting performance, and operational data to provide actionable insights and recommendations to leadership teams. Collaboration: Partner with Operations, HR, Workforce Management, and Clients to ensure training and quality programs align with business objectives and operational needs. Key Performance Indicators (KPIs) Training Attrition % Training Throughput Nesting and Campaign Performance Quality Scores / QA Accuracy CSAT & Customer Experience Metrics Compliance & Process Adherence Speed to Proficiency Calibration Accuracy Who Are You? Proven experience in Training and/or Quality Management, preferably within a BPO or high-volume operational environment. Strong communication and collaboration skills to engage effectively with clients, leadership teams, and internal stakeholders. Expertise in designing and delivering training programs with a focus on measurable outcomes and operational readiness. Strong understanding of Quality Assurance methodologies, calibration processes, coaching frameworks, and customer experience standards. Demonstrated ability to analyze performance data, identify trends, and drive continuous improvement initiatives. Experience managing budgets, engagement programs, and cross-functional projects. Strong leadership and people management skills with the ability to develop high-performing teams. Flexibility to adapt to dynamic operational needs, including seasonal fluctuations in hiring, training, and production demands. #J-18808-Ljbffr