Training and Quality Assistant Manager

Reports Directly to: Training & Quality ManagerPosition Overview:The Training & Quality Assistant Manager for Back Office is responsible for helping to maintain DATAMARK, Inc. Quality standards and policies as per the Project requirements and client expectations, understanding the PLI metrics for Quality, and understanding its impact on the project/s. A Training & Quality Assistant Manager for Back Office is expected to be proactive and take initiatives to add value to maintain and improve Project(s) quality from time to time. This position needs to work across many departments and stakeholders to ensure that the training developed by the organization meets the needs of each function and is aligned with the goals of the business. The Training & Quality Assistant Manager for Back Office drives brand values and philosophy through all training and development activities.Primary Responsibilities:· Responsible to support Six Sigma deployment philosophy throughout the company at all levels· Works closely with functional areas to work on specific tactics for Six Sigma initiatives.· Establishes effective working relationships with clients to help them improve their processes· Efficiently drives teamwork and manages a team of Quality Auditors, Quality Assurance specialists, and Trainers.· Effectively follows deadlines and carries out delegated work for various Projects. Readily adheres to all schedules and timelines laid down by the Training & Quality Manager from time to time· Documents and redesigns business processes, requirements and workflow maps to maximize quality and efficiency· Assists in the collection and consolidation of required information and data, and works closely with Project Leaders and Training & Quality Manager to understand process improvement requirements and implements the actions efficiently· Learns the Quality standards laid down by the Clients/Customer to meet the Quality metrics· Updates self on every new process changes and ensures updates are passed down to associates, trainers and Quality team members· Analyzes team performance on Quality and have action plans ready for execution· Identify and assess the training needs of the organization through job analysis, career paths, employee surveys, and consultation with managers· Develops individualized and group training programs that address specific business needs.· Develops training manuals that target tangible results· Must be willing and able to travel internationallyMinimum Qualifications:· Education Requirement:o Bachelor’s Degree in any field· Field Experience:o At least 5 years of experienceo At least 2 years of experience in Training and Development· Position Experience:o At least 5 years of combined experience in a Lead Trainer, Quality Assurance Specialist, Quality Team leader or Quality Assistant Manager role· Other Qualifications:o Certification in Six Sigma (Yellow/Green Belt) preferred – Previous experience working with Six Sigmao Certification/Degree in Training & Development (Train the Trainer certification)o Proven experience where Six Sigma knowledge was applied.Required Skills:· Great communication skills both verbal and written, in the English language· Basic knowledge of statistics and Quality tools· Proficient in Microsoft Office· Clearly articulates ideas and thoughts verbally· Accurately prepares written business correspondence (to include presentations) that is coherent, grammatically correct, effective, and professional.· Possesses excellent Facilitation skills and participants’ engagement skills· Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment· Detail oriented, well organized, and able to assume responsibility for specific project deliverables with limited supervision· Excellent organizational and time management skills· Analytical, data-driven problem solver· Excellent customer service skills· Ability to express complex technical concepts effectively (both written and verbally)· Able to lead team members with knowledge & influence

Reports Directly to: Training & Quality Manager

Position Overview:

The Training & Quality Assistant Manager for Back Office is responsible for helping to maintain DATAMARK, Inc. Quality standards and policies as per the Project requirements and client expectations, understanding the PLI metrics for Quality, and understanding its impact on the project/s. A Training & Quality Assistant Manager for Back Office is expected to be proactive and take initiatives to add value to maintain and improve Project(s) quality from time to time. This position needs to work across many departments and stakeholders to ensure that the training developed by the organization meets the needs of each function and is aligned with the goals of the business. The Training & Quality Assistant Manager for Back Office drives brand values and philosophy through all training and development activities.

Primary Responsibilities:

· Responsible to support Six Sigma deployment philosophy throughout the company at all levels

· Works closely with functional areas to work on specific tactics for Six Sigma initiatives.

· Establishes effective working relationships with clients to help them improve their processes

· Efficiently drives teamwork and manages a team of Quality Auditors, Quality Assurance specialists, and Trainers.

· Effectively follows deadlines and carries out delegated work for various Projects. Readily adheres to all schedules and timelines laid down by the Training & Quality Manager from time to time

· Documents and redesigns business processes, requirements and workflow maps to maximize quality and efficiency

· Assists in the collection and consolidation of required information and data, and works closely with Project Leaders and Training & Quality Manager to understand process improvement requirements and implements the actions efficiently

· Learns the Quality standards laid down by the Clients/Customer to meet the Quality metrics

· Updates self on every new process changes and ensures updates are passed down to associates, trainers and Quality team members

· Analyzes team performance on Quality and have action plans ready for execution

· Identify and assess the training needs of the organization through job analysis, career paths, employee surveys, and consultation with managers

· Develops individualized and group training programs that address specific business needs.

· Develops training manuals that target tangible results

· Must be willing and able to travel internationally

Minimum Qualifications:

· Education Requirement:

o Bachelor’s Degree in any field

· Field Experience:

o At least 5 years of experience

o At least 2 years of experience in Training and Development

· Position Experience:

o At least 5 years of combined experience in a Lead Trainer, Quality Assurance Specialist, Quality Team leader or Quality Assistant Manager role

· Other Qualifications:

o Certification in Six Sigma (Yellow/Green Belt) preferred – Previous experience working with Six Sigma

o Certification/Degree in Training & Development (Train the Trainer certification)

o Proven experience where Six Sigma knowledge was applied.

Required Skills:

· Great communication skills both verbal and written, in the English language

· Basic knowledge of statistics and Quality tools

· Proficient in Microsoft Office

· Clearly articulates ideas and thoughts verbally

· Accurately prepares written business correspondence (to include presentations) that is coherent, grammatically correct, effective, and professional.

· Possesses excellent Facilitation skills and participants’ engagement skills

· Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment

· Detail oriented, well organized, and able to assume responsibility for specific project deliverables with limited supervision

· Excellent organizational and time management skills

· Analytical, data-driven problem solver

· Excellent customer service skills

· Ability to express complex technical concepts effectively (both written and verbally)

· Able to lead team members with knowledge & influence

DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.

DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.