Sr Manager - Training & Quality (Gurugram)

Senior Manager Training & Quality Job Purpose Lead the design, implementation, and refinement of training and quality assurance frameworks to ensure consistent service delivery, compliance, and capability development across customer-facing teams. Drive continuous improvement, embed customer-centricity, and foster a high-performance culture aligned with company values. Key Accountabilities
- Translate business needs into effective training and QA initiatives.
- Develop and monitor QA standards, formats, and training programs.
- Define KPIs, conduct Training Needs Analysis, and prepare QA training plans.
- Provide feedback, mentor teams, and ensure career progression.
- Collaborate with operations to build data-driven measurement and reward systems.
- Monitor customer experience metrics, recommend improvements, and address vendor concerns.
- Present quality reports and oversee QA/trainer performance reviews. Skills Required
- Robust communication skills
- Problem-solving and troubleshooting
- Collaboration across teams
- QA methodologies expertise
- Facilitation and training delivery
- Coaching and questioning techniques Key Performance Indicators
- Call evaluation completion
- Agent performance improvement
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT) Key Interfaces
- **Internal:*Work with operations and managers to achieve KPIs and align initiatives.
- **External:*Partner with vendors to create action plans, deliver training, and meet quality targets. Education & Experience
- Bachelor s degree and QA certification (mandatory)
- Train-the-Trainer certification/workshop attendance
- 15+ years in QA/training with 10+ years managing teams
- Six Sigma Green Belt certification **Desired: 18+ years in QA/training leadership, aviation industry experience, completion of two or more Six Sigma projects. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Apply on Kit Job: kitjob.in/job/4m44nt