The Sr. Training and Quality Manager will report to the Global Delivery Lead and will collaborate with the Global Training Manager, Global Quality Measurement Manager, and Global Quality Assurance Manager. You are tasked to integrate Project Management Methodology into the Total Quality Management (TQM) model of the GenAI/LLM Practice.
As a Sr. Training and Quality Manager, you will help develop and successfully deploy the training curricula and quality measurement and quality assurance methodologies during the scoping and initiation stages. You will also collaborate with Global Leads in any review, root-cause-analysis, and modification projects of the TQM team across different GenAI models while ensuring all documentations, change management, and process integration are duly practiced.
As a key player in our TQM team, you are to demonstrate leadership and resilience. You will also provide coaching, mentoring, feedback, and training across our diverse team of experts on Project Management and TQM best practices and framework. Moreover, your role will include training or provisioning of training recommendations for the different levels of our TQM team talents to equip the GenI/LLM Practice with the competencies required in partnering with the client to achieve our KRAs and KPIs are required in the SLAs. As Sr. Training and Quality Manager, you are to liaise directly with Global Leads to define and deliver the expected output and process across multiple projects and locations to ensure that meeting quality metrics and behavioral competencies of role models are the foundation of this account. As such, Sr. Training and Quality Manager is expected to excel in a fast-paced and dynamic environment that prioritizes quality over speed but recognizes that enhanced efficiency often leads to elevated quality.
Education and Abilities
- An advanced degree in English (Master's or Ph.D.) is preferred, but exceptional candidates with Bachelor's degrees are welcome to apply.
- Exceptional writing and editing skills and verbal communication skills.
- 3+ years of Operations/Project Management experience with Lean Six Sigma certification
- 3+ years of Training Management and Quality Management experience, guiding diverse and cross-functional teams; Teaching experience preferred
- Intermediate to advanced Excel abilities, including familiarity with pivot tables, index matching, creating charts to visualize data, and using text functions (concatenate, textjoin, etc.) to manipulate data
- Excellent communication, consulting, influencing, and interpersonal skills; ability to mediate conflicts and find constructive solutions.
- Adaptability to thrive in a dynamic environment, with the agility to adjust to evolving guidelines and fluid priorities
- Ability to thrive in ambiguity
- Robust analytical thinking geared at developing effective solutions to proactively identify training and quality issues
- Self-starter with a client-first mindset and a proactive personality
Tell Me More
Sr. Training and Quality Manager will have the following responsibilities:
- Monitoring local TQM team regularly to ensure cohesive and consistent implementation of client policies across all sites
- Regularly review training content, quality measurement methodologies and quality assurance methodologies to ensure it remains current and effective
- Ensuring achievement of performance metrics, directing Root-Cause-Analyses documentation in the Partner Level Report for any potential quality and audit deficiencies that resulted in missed KPIs
- Supporting the Global Training Manager, Global Quality Measurement Manager, and Global Quality Assurance Manager in maintaining team engagement throughout learning and training lifecycles
- Prescribe review and reporting methodologies of TQM related KRAs and KPIs in ensuring dashboard are representative of the actual effort and performance of projects, talents and the team
- Oversee methodologies of new hire training, coaching, and mentoring to ensure advising trainers implement standards and best practices for instruction during onboarding and beyond
- Observing training sessions and offering feedback to teammates for future development
- Advising TQM Leads on project operations to ensure optimal training delivery to team
- Bolstering the management of the training program, including planning, design, development, implementation, delivery, and evaluation
- Supporting trainer certification and re-education programs as needed
- Collaborating with the Supply, Workforce, Analytics and Threshold (SWAT) Team in performing analysis of data-relations between the assessment performance and actual project performance
- Developing and monitoring a repository of training materials, separated by project all necessary documentation is present for future client audits
- Escalating training concerns and roadblocks to the Global TQM Leads as necessary for triaging and troubleshooting
- Providing inputs to readiness and re-certification programs for all TQM personnel at all levels
The ideal candidate:
- Strong background in Quality governance within AI/Data Annotation or BPO environments
- Experience managing quality across large-scale ramp-ups (1,000+ FTE environments preferred)
- Proven expertise in precision improvement, AHT optimization, audit frameworks, RCA-driven action planning, and threshold recovery strategies
- Strong exposure to Training domain, onboarding framework design, certification governance, calibration mechanisms, refresher interventions, and closed-loop feedback between QA and Training
- Experience handling multiple queues/workstreams with structured cadence (daily insights, weekly governance, performance reviews)
- Strong stakeholder management skills (Client-facing exposure preferred)
- Demonstrated people leadership across OMs/QAMs/TMs with the ability to drive accountability, fungibility, and performance ownership
- Strong analytical orientation with hands-on experience in dashboards, audit coverage strategy, and early-warning mechanisms
