Job Description

Senior Manager – Training & Quality

Job Purpose
Lead the design, implementation, and refinement of training and quality assurance frameworks to ensure consistent service delivery, compliance, and capability development across customer-facing teams. Drive continuous improvement, embed customer-centricity, and foster a high-performance culture aligned with company values.

Key Accountabilities
Translate business needs into effective training and QA initiatives.
Develop and monitor QA standards, formats, and training programs.
Define KPIs, conduct Training Needs Analysis, and prepare QA training plans.
Provide feedback, mentor teams, and ensure career progression.
Collaborate with operations to build data-driven measurement and reward systems.
Monitor customer experience metrics, recommend improvements, and address vendor concerns.
Present quality reports and oversee QA/trainer performance reviews.

Skills Required
Solid communication skills
Problem-solving and troubleshooting




Collaboration across teams
QA methodologies expertise
Facilitation and training delivery
Coaching and questioning techniques

Key Performance Indicators
Call evaluation completion
Agent performance improvement
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)

Key Interfaces
Internal: Work with operations and managers to achieve KPIs and align initiatives.
External: Partner with vendors to create action plans, deliver training, and meet quality targets.

Education & Experience
Bachelor’s degree and QA certification (mandatory)
Train-the-Trainer certification/workshop attendance
15+ years in QA/training with 10+ years managing teams
Six Sigma Green Belt certification

Desired:
18+ years in QA/training leadership, aviation industry experience, completion of two or more Six Sigma projects.

📌 Senior Manager Gurugram
🏢 Air India
📍 Gurugram