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 operationsGDS (Amadeus / Sabre / Galileo)Quality frameworksSix Sigma / Process ImprovementCustomer service performance managementThis 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 Responsibilities1. Training & DevelopmentDesign, 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 frameworkDevelop 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 impact2. Quality & Performance ManagementOwn Call Quality framework and evaluation methodologyDrive 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 inputsIntroduce Calibration frameworks between:- Operations - Quality - Training - PartnersPerform weekly & monthly trend analysis and generate improvement plansCoach QA and Training teams to deliver business outcomesSupport incentive programs, agent engagement & reward frameworks3. Process, SOP & Playbook OwnershipCreate, document and maintain:Standard Operating Procedures (SOPs)Playbooks for all scenariosCall handling frameworksEscalation protocolsProcess flow chartsUpdate SOPs in line with:Airline policy changesOTA rule changesGDS updatesEnsure SOP compliance is embedded into training and live operationsLead Hygiene Audits & Process Adherence behaviour analysisDrive ISO / Six Sigma aligned documentation practices4. Analytics, Dashboards & ReportingDevelop and maintain performance dashboards:Quality trendsError trendsCSAT / NPSRepeat callersAgent & team scorecardsUse strong Excel & BI skills for:Pivot tablesVLOOKUP/XLOOKUPMacros (preferred)Trend & seasonality analysisRoot Cause Analysis (RCA)Create data-driven PowerPoint reports for leadership & partnersInterpret data trends and link to business impactMandatory 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 skillsEducation- Bachelor’s Degree – Mandatory - MBA / Six Sigma / Quality certification – Preferred
Job Title
Training And Quality Manager