Training & Quality Manager
Job Description
Position Overview
The Training & Quality Manager drives training effectiveness, quality excellence, and continuous process improvement across multiple Lines of Business (LOBs). The role partners with stakeholders to develop training strategies, improve operational performance, and implement Lean and Six Sigma methodologies aligned with business objectives.
Key Responsibilities
- Lead training and quality initiatives across multiple LOBs.
- Drive continuous improvement projects using Lean and Six Sigma methodologies.
- Identify, recommend, and implement process improvements to improve efficiency and quality.
- Develop and deliver training programs, materials, and assessments.
- Partner with business leaders to address performance gaps and training needs.
- Monitor quality metrics and implement corrective actions.
- Conduct root cause analysis and provide business recommendations.
- Create and maintain SOPs, workflows, and quality documentation.
- Prepare and present quality, training, and operational reports.
- Manage training resources, schedules, and budgets effectively.
- Build strong client and stakeholder relationships.
Requirements
Minimum Qualifications
• Bachelor's Degree in any discipline
• Lean Six Sigma certification preferred
• 8+ years in Quality, Process Excellence, Continuous Improvement, or Operations
• 5+ years in Training & Development
• 5+ years in a leadership role within Training, Quality, or Process Improvement
• Experience supporting multiple LOBs in a BPO, shared services, or corporate environment
Required Skills
- Ability to manage and support multiple LOBs simultaneously
- Strong process improvement and operational excellence mindset
- Lean Six Sigma and quality management knowledge
- Root cause analysis and problem-solving skills
- Excellent stakeholder and client management
- Strong verbal and written communication skills
- Advanced Microsoft Office skills (Excel, PowerPoint, Word)
- Data analysis and reporting capabilities
- Project and change management skills
- Coaching, mentoring, and team leadership
- Excellent organizational and time management skills
Benefits
PF, Gratuity, Mediclaim, etc.,
Skills Required
- Bachelor's degree in any discipline
- 8+ years of experience in Quality, Process Excellence, Continuous Improvement, or Operations
- 5+ years of experience in Training and Development
- 5+ years of leadership experience in Training, Quality, or Process Improvement
- Experience supporting multiple lines of business in a BPO, shared services, or corporate environment
- Lean Six Sigma certification
- Ability to manage and support multiple lines of business simultaneously
- Knowledge of Lean Six Sigma and quality management
- Root cause analysis and problem-solving skills
- Stakeholder and client management skills
- Strong verbal and written communication skills
- Advanced Microsoft Office skills, including Excel, PowerPoint, and Word
- Data analysis and reporting capabilities
- Project and change management skills
- Coaching, mentoring, and team leadership skills
- Organizational and time management skills
What We Do
DATAMARK Inc., a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employs more than 3,119 at our facilities in the United States, Mexico and India. Our Fortune 500 and enterprise clients trust us to be an extension of their brand. DATAMARK contact center agents are proud to represent many of the most well-known companies and brands across the globe. We deliver unparalleled customer service in our omnichannel contact centers, ranging from SMS text to video chat and everything in between that your customers expect the world’s leading brands to have equipped. Our long-term client partnerships include customer care for leading international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics. Learn how DATAMARK combines outstanding omnichannel customer care, brand promotion, and continuous process improvement to deliver an unparalleled customer experience. Visit us at www.DATAMARK.net.
