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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nKey Responsibilities
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- Design, coordinate, and deliver training programs aligned with customer service standards and business objectives.n
- Identify training needs, skill gaps, and development opportunities across customer service teams.n
- Support onboarding and capability-building initiatives for new and existing employees.n
- Ensure compliance with aviation regulations, safety standards, and quality processes.n
- Conduct quality audits of customer interactions and recommend improvement opportunities.n
- Monitor key performance metrics such as customer satisfaction, response times, and first-contact resolution.n
- Deliver coaching and feedback interventions to enhance team performance and service delivery.n




- Collaborate with cross-functional stakeholders to drive customer experience and process improvement initiatives.n
- Maintain training records, quality assessments, and performance reports to track effectiveness.n

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nWhat We're Looking For
n✅ Experience in Training, Learning & Development, Quality Assurance, or Customer Experience functions
n✅ Solid facilitation, coaching, and stakeholder management skills
n✅ Knowledge of customer service operations, quality frameworks, and performance metrics
n✅ Exposure to aviation, airline, hospitality, BPO, or service industries preferred
n✅ Analytical mindset with the ability to derive insights and drive continuous improvement
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nWhy Join Us?
nBe 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 (Gurugram)
🏢 Air India Express
📍 Gurugram