Assistant Manager - Quality and Training

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Job Overview

The Associate Manager – Training & Quality is responsible for supporting training programs and ensuring the quality of customer service operations. The role focuses on improving team skills, maintaining service standards, and ensuring consistent customer experience.

Key Responsibilities

Training

• Identify training needs for customer service teams.
• Prepare and deliver training sessions for new joiners and existing staff.
• Update training materials regularly as per business requirements.
• Organize onboarding, induction, and refresher training programs.

Quality Assurance

• Monitor customer interactions to ensure quality standards are met.
• Conduct audits and share feedback with the team.
• Track key quality metrics like QA scores, response time, and customer satisfaction.
• Identify areas of improvement and suggest corrective actions.

Coordination & Reporting

• Work with internal teams to share updates and process changes.
• Maintain records of training and quality reviews.
• Prepare reports for management on performance and training effectiveness.

Skills Required

• Good communication and interpersonal skills
• Strong coordination and planning ability
• Customer-focused approach
• Ability to motivate and guide teams
• Problem-solving and analytical thinking

Education & Experience

• Bachelor’s degree (any field)
• Minimum 3 years of experience in training, quality, or customer service
• Experience in aviation or customer-facing roles (preferred)

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