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.,

Training and Quality Manager

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