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Manager, Quality Assurance and Training

This job posting is no longer active.

Mississauga, ON, Canada
Job ID: 55141



Ingram Micro helps businesses fully realize the promise of technology.TM  No other company delivers the full spectrum of global technology and supply chain services to businesses around the world.  Ingram Micro’s global infrastructure and deep expertise in technology solutions, supply chain, cloud and mobility enable its business partners to operate efficiently and successfully in the markets they serve.  Combined with distinct market insights and the trust and dependability generated from decades of strong partner relationships, Ingram Micro stands apart as the global technology services provider for the future.

Ingram Micro is hiring for a Manager, Quality Assurance and Training

This role is based in our 500,000 Sq Ft. distribution centre located at Brittania & Hurontario.

The Manager, Quality Assurance and Training is responsible for maintenance and administration of the Quality Management System (QMS) at the designated Advanced Logistics Center (ALC), with a strong focus on process consistency and capability based on customer requirements within a robust ISO and regulatory framework.  This includes creating and sustaining a culture of continuous improvement and learning that respects and values thoughtful and disciplined use of data and enables associates at all levels to participate in the improvement of the operating system.  Additionally, this role is accountable for the leading the department trainers and overseeing all training programs.

This position will report to the Sr. Manager, Operations, and will collaborate with the larger operations and quality team. 



Leadership of Quality and Environmental Management include:

  • Ensures compliance to ISO standards for Quality and Environmental Sustainability
  • Maintains key elements of the QMS including customer complaint resolution, root cause analysis, corrective and preventive action, internal audit protocol, and management review
  • Tracks environmental aspects associated with internal and contractor processes to control the potential impact on the environment. 
  • Facilitates formal quarterly Management Review process
  • Supports certification of QMS as needed to external ISO standards; conduct facility assessments for readiness and/or compliance
  • Leads internal audit process for the ALC providing results and recommendations
  • Ensures continuous improvement through Lean and Six Sigma Methodologies
  • Provides leadership enabling associates at all levels through QMS and continuous improvement training towards the improvement of the operating system.

 Customer Satisfaction Trend Reporting and Analysis (CDR and CSI)

  • Monitor, review and improve customer complaints (CDR), process, and performance metrics (CSI) to meet organizational objectives
  • Coordinate needed measures and process improvement cross-functionally with other departments
  • Participate in communication and reporting on annual CSI goals for attainment by ALC
  • Serve as CSI/CDR process lead for the ALC including the review of customer reported discrepancies to address process failures or training deficiencies
  • Coordinated, guided, and communicates external audit activities, including facilitating Corrective Action response and results with operations leadership.

 Maintain Documentation Control of QMS Policies and Procedures

  • Ensuring customer unique process requirements are appropriately documented and controlled, implemented and change control maintained
  • Assist in communication of customer requirements to ensure meeting expectations and maintaining consistency in reporting performance
  • Ensuring method for document review and approval is followed
  • Maintain documentation database for all related policies, procedures, and job aides
  • Coordinating and documenting process deviations and communication


  • Develop and oversee training program for operations new hires, temporary associates, and full-time associates
  • Maintain continuous ongoing improvement of training materials and programs to ensure efficiency and effectiveness
  • Oversee timely reporting of training completion, effectiveness, and validity to plant and external customers.
  • Influence the design and development of strategic processes with external and internal stakeholders to ensure a consistent associate experience using the most up-to-date regulatory and compliance information.
  • Partner with operational leadership to define centralized standard work and program requirements for the end-to-end execution of the associate experience. Accelerate progress by driving crisp, timely decisions, clearing blockers and escalating appropriately
  • Work with subject matter experts (SMEs) to clarify complex concepts and ensures accuracy of training content.
  • Identify training needs via skills-gap analysis; design new training materials and resources and enhance/update current training materials. Evaluate training effectiveness and make recommendations on training methods, content, and technologies.
  • Provide support and coaching to department trainers. Lead train the trainer sessions and observe, mentor, coach, and evaluate the performance of department trainers to ensure they are following standard training process and procedures.
  • Coordinate training schedules with management team on a weekly basis and email training reminders, as applicable, to the various departments; meet regularly with the management team to discuss scheduling conflicts and special scheduling needs.



Education and Experience:

  • Bachelor degree or equivalent work experience
  • 5+ years of experience leading and maintaining QMS in a warehouse or 3PL environment required
  • Experience in leading and applying effective organizational change management techniques
  • Experiencing in training others in QMS and continuous improvement principles and tool use including internal audit, root cause analysis as well as corrective and preventive process improvement. 
  • Experience in implementation and monitoring of program performance, verification, and validation methods including experience with statistical and process improvement tools such as root cause analysis, auditing, six sigma, statistical chart preparation, and coordination required
  • Previous experience in a supervisory position in a warehouse environment preferred; or successful completion of an IM Operations Team Leader Trainee program. 
    Strong written and verbal communication skills are required. Knowledge of MS Office Suite (Word, Excel, Access, Outlook) is preferred. 
  • Experience in partnering with external auditors for surveillance audits is required – experience with 9001:2015 and 14001:2015 standards is a plus.
  • Certified ISO9001 Lead Auditor or equivalent required
  • Preferred certifications include:
  • Quality Engineer certifications
  • CQM/OE Certified Quality Manager /Organizational Excellence
  • ASQ CQA – Certified Quality Auditor, CQE – Certified
  • Certifications or experience with Lean and/or Six Sigma methodologies


Functional Knowledge and Skills:

  • Capable of building strong relationships with the operations leaders in order to positively influence change.
  • A strong desire to teach and coach teams to success
  • Ability to effectively use quality control tools; flowchart, pareto chart, cause, and effect diagrams, check sheets, histograms, and run/control charts.
  • Solid understanding of statistical process control, process performance capability, and process improvement techniques.
  • Aptitude for quantitative analysis with ability to collect, summarize, present data and take appropriate action as a result
  • Excellent planning and organizational skills.
  • Self-starter to lead change and make independent and informed decisions.
  • Strong interpersonal and communication skills.
  • Facilitating groups in analysis and program need implementation.
  • Strong situational leadership skills to influence all levels of the organization
  • Intermediate to advanced expertise with Excel, PowerPoint, Outlook and Word


Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.


Ingram Micro


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