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.
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