Job Description

We are looking for a passionate Training & Quality professional to support the development of customer service excellence through impactful training programs, quality assurance initiatives, and continuous improvement practices.

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Key Responsibilities

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- Design, coordinate, and deliver training programs aligned with customer service standards and business objectives.

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- Identify training needs, skill gaps, and development opportunities across customer service teams.

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- Support onboarding and capability-building initiatives for new and existing employees.

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- Ensure compliance with aviation regulations, safety standards, and quality processes.

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- Conduct quality audits of customer interactions and recommend improvement opportunities.

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- Monitor key performance metrics such as customer satisfaction, response times, and first-contact resolution.

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- Deliver coaching and feedback interventions to enhance team performance and service delivery.

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- Collaborate with cross-functional stakeholders to drive customer experience and process improvement initiatives.

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- Maintain training records, quality assessments, and performance reports to track effectiveness.

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What We're Looking For

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Experience in Training, Learning & Development, Quality Assurance, or Customer Experience functions

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Solid facilitation, coaching, and stakeholder management skills

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Knowledge of customer service operations, quality frameworks, and performance metrics

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Exposure to aviation, airline, hospitality, BPO, or service industries preferred

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Analytical mindset with the ability to derive insights and drive continuous improvement

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Why Join Us?

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Be part of a fast-growing airline where customer experience is at the heart of everything we do. You'll play a key role in shaping service excellence, developing talent, and enhancing customer satisfaction across the organization.

📌 Associate Manager - Training & Quality (Gurugram)
🏢 Air India Express
📍 Gurugram