Training & Quality Manager
Position Overview:
The Training & Quality Manager at DATAMARK, Inc. is responsible for ensuring that all training and quality standards meet project requirements and client expectations. This role leads the development, implementation, and management of training programs while also overseeing the quality assurance processes across back office operations. The Training & Quality Manager plays a crucial role in fostering a culture of continuous improvement and operational excellence within the organization.
As a leader, you will work collaboratively with cross-functional teams to align training initiatives with organizational goals and ensure that all quality metrics are met effectively.
Key Responsibilities:- Develop and implement comprehensive training programs based on project specifications and client needs.
- Manage and oversee the quality assurance process to ensure alignment with industry standards and customer satisfaction.
- Lead continuous improvement initiatives using methodologies such as Six Sigma to enhance service delivery and operational excellence.
- Conduct regular assessments and audits of training effectiveness and quality control processes.
- Collaborate with department heads to identify training needs and facilitate workshops and training sessions.
- Establish and maintain effective communication with clients to assess their training and quality assurance needs.
- Mentor and lead the training and quality team, fostering a positive and productive work environment.
RequirementsQualifications:
- Education:
- Bachelor’s degree in Business Administration, Education, or a related field.
- Experience:
- 8+ years of relevant experience in training, quality assurance, or related fields, including at least 3 years in a managerial role.
- Certifications:
- Six Sigma certification (Green or Black Belt) preferred.
- Train-the-Trainer certification or equivalent experience in training and development.
- Skills:
- Strong knowledge of quality assurance methodologies and tools.
- Proficient in Microsoft Office and training software applications.
- Excellent facilitation, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to build relationships and communicate effectively at all levels of the organization.
- Detail-oriented with exceptional organizational skills.
- Office-based position with occasional travel for client meetings and training sessions.
- Flexible work hours may be required to accommodate training schedules.
Benefits
PF, Gratuity, Mediclaim, etc.,
Skills Required
- Bachelor's degree in Business Administration, Education, or a related field
- 8+ years of relevant experience in training, quality assurance, or related fields
- at least 3 years in a managerial role
- Six Sigma certification (Green or Black Belt) preferred
- Train-the-Trainer certification or equivalent experience in training and development
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.
