Training And Quality Manager

We are seeking an experienced Training & Quality Manager to lead and strengthen the learning, performance, compliance, and customer experience outcomes for our Voice Customer Service process in the Travel / OTA domain.

The ideal candidate must bring strong expertise in:

Travel agency / airline operations

GDS (Amadeus / Sabre / Galileo)

Quality frameworks

Six Sigma / Process Improvement

Customer service performance management

This role will be responsible for training automations, strategy, quality improvement, performance metrics, SOPs, coaching frameworks, RCA, process optimization and continuous improvement initiatives across the contact center.

Primary Responsibilities

1. Training & Development

Design, develop, and deliver initial, refresher, and advanced training programs for:

• Voice agents
• QA analysts
• Team leaders (process, product, soft skills, GDS, compliance)
• Create structured training calendars, onboarding journeys, skill gap analysis, and certification framework

Develop modular content for travel products like:

• Air ticketing
• Changes / cancellations / refunds
• Schedule changes
• LCC vs FSC handling
• Add-ons: seat, meal, baggage
• Multicity / international travel complexity
• Create professional training decks, playbooks, learning manuals and simulations
• Introduce role-play, voice labs, mock calls and scenario-based learning
• Conduct Train the Trainer (TTT) sessions
• Drive soft-skill, empathy, upselling, cross-sell and objection-handling programs
• Evaluate training effectiveness via pre/post assessments & floor performance impact

2. Quality & Performance Management

Own Call Quality framework and evaluation methodology

Drive improvement in:

• Call Quality Score %
• CSAT / NPS
• One Contact Resolution (OCR)
• First Call Resolution (FCR)
• Customer Retention
• Repeat Call %
• Agent Error Reduction
• One Rater %
• Compliance adherence
• Analyze call audits, transcripts, VOC, survey data and escalation trends
• Implement Zero Error / Zero Leakage / Zero Escalation quality programs
• Improve knowledge accuracy
• Lead improvement projects focused on: major process KPI's
• CSAT/NPS
• Process wastage
• Knowledge base optimisation
• Conduct RCA sessions & CAPAs (Corrective and Preventive Actions)
• Collaborate with Technology & Product teams to give insight inputs

Introduce Calibration frameworks between:

• Operations
• Quality
• Training
• Partners

Perform weekly & monthly trend analysis and generate improvement plans

Coach QA and Training teams to deliver business outcomes

Support incentive programs, agent engagement & reward frameworks

3. Process, SOP & Playbook Ownership

Create, document and maintain:

Standard Operating Procedures (SOPs)

Playbooks for all scenarios

Call handling frameworks

Escalation protocols

Process flow charts

Update SOPs in line with:

Airline policy changes

OTA rule changes

GDS updates

Ensure SOP compliance is embedded into training and live operations

Lead Hygiene Audits & Process Adherence behaviour analysis

Drive ISO / Six Sigma aligned documentation practices

4. Analytics, Dashboards & Reporting

Develop and maintain performance dashboards:

Quality trends

Error trends

CSAT / NPS

Repeat callers

Agent & team scorecards

Use strong Excel & BI skills for:

Pivot tables

VLOOKUP/XLOOKUP

Macros (preferred)

Trend & seasonality analysis

Root Cause Analysis (RCA)

Create data-driven PowerPoint reports for leadership & partners

Interpret data trends and link to business impact

Mandatory Skills & Expertise

• Six Sigma / Lean Certification
• Automation tools used in TNQ
• Strong experience in Voice Customer Service BPO
• Strong in Excel, Dashboards, PPT & Reporting
• SOP & Playbook creation expertise
• Strong RCA, analytical and presentation ability
• Excellent communication & stakeholder management skills

Education

• Bachelors Degree Mandatory
• MBA / Six Sigma / Quality certification Preferred