Job Description
Job Description
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
- Strong 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.
