Assistant Manager - Quality & 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 a 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)