QA Manager

Who We Are:

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 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.

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

Key Responsibilities

• Lead and manage the Quality Assurance team across multiple programs.
• Develop, implement, and maintain quality monitoring frameworks, scorecards, and audit processes.
• Analyze quality trends and identify opportunities for process improvement.
• Collaborate with Operations, Training, and Client stakeholders to improve service quality and customer satisfaction.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Review customer interactions (calls, chats, emails, and tickets) and provide actionable insights.
• Prepare and present quality reports, dashboards, and performance reviews to leadership and clients.
• Drive Root Cause Analysis (RCA) and implement Corrective and Preventive Actions (CAPA).
• Monitor key quality metrics such as CSAT, FCR, Compliance, Accuracy, and Audit Scores.
• Mentor, coach, and develop QA Team Leads and Analysts.
• Ensure compliance with client requirements, internal policies, and industry standards.
• Support client audits and participate in business reviews.
• Lead quality improvement projects and foster a culture of continuous improvement.

• Bachelors degree in any discipline.
• 8–10 years of experience in Quality Assurance within a BPO or Contact Center environment.
• Minimum 3 years of experience managing QA teams.
• Strong understanding of quality frameworks, audit methodologies, and customer experience metrics.
• Excellent analytical, coaching, and stakeholder management skills.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Strong verbal and written communication skills.

• Experience handling multiple clients or business verticals.
• Knowledge of COPC, Lean Six Sigma, ISO, or other quality methodologies.
• Experience with quality management platforms and reporting tools.
• Ability to work in a fast-paced and dynamic environment.