Senior Manager - Training and Quality Assurance

Job Overview

Lead the creation, execution, and continual enhancement of training and quality assurance frameworks to guarantee consistent service and compliance across customer service teams. Promote a culture focused on customer satisfaction and high performance aligned with company values.

Key Responsibilities

• Convert business requirements into impactful training programs and quality assurance measures.
• Design and supervise QA standards, formats, and training initiatives.
• Set key performance indicators, perform training needs analysis, and plan QA training schedules.
• Offer guidance and mentorship to teams to aid career development.
• Work closely with operations to develop metrics-driven assessment and incentive systems.
• Track customer experience data, suggest enhancements, and resolve vendor-related issues.
• Conduct presentations on quality metrics and manage performance reviews for QA and trainers.

Required Skills and Competencies

• Excellent communication abilities.
• Strong problem-solving and analytical skills.
• Effective collaboration across multiple teams.
• Proficient knowledge of QA processes and methodologies.
• Expertise in facilitating training and delivering learning sessions.
• Competence in coaching and strategic questioning techniques.

Performance Metrics

• Completion rate of call evaluations.
• Improvements in agent performance.
• First Contact Resolution rates.
• Customer Satisfaction scores.

Collaborations

• Internal: Work alongside operations teams and managers to meet KPIs and align strategic goals.
• External: Collaborate with vendors to implement effective action plans, training delivery, and quality objectives.

Educational Qualifications and Experience

• Mandatory bachelor's degree coupled with QA certification.
• Completion of Train-the-Trainer certification or similar workshop.
• Minimum 15 years of experience in QA and training functions, with at least 10 years in leadership roles.
• Possession of Six Sigma Green Belt certification.
• Preferred: Over 18 years of QA/training leadership experience, aviation industry exposure, and successful completion of multiple Six Sigma projects.