Associate Manager - Training & Quality

Air India Express; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Air India Express is seeking a passionate Training & Quality professional to support customer service excellence through impactful training programs, quality assurance initiatives, and continuous improvement practices.

Design, deliver, and monitor training aligned with service standards; identify skill gaps; support onboarding; ensure compliance; and drive performance improvement across the organization.

Qualifications

• Experience in Training, Learning & Development, Quality Assurance, or Customer Experience functions.
• Strong facilitation, coaching, and stakeholder management skills.
• Knowledge of customer service operations, quality frameworks, and performance metrics.
• Exposure to aviation, airline, hospitality, BPO, or service industries preferred.
• Analytical mindset with the ability to derive insights and drive continuous improvement.

Responsibilities

• Design, coordinate, and deliver training programs aligned with customer service standards and business objectives.
• Identify training needs, skill gaps, and development opportunities across customer service teams.
• Support onboarding and capability-building initiatives for new and existing employees.
• Ensure compliance with aviation regulations, safety standards, and quality processes.
• Conduct quality audits of customer interactions and recommend improvement opportunities.
• Monitor key performance metrics such as customer satisfaction, response times, and first-contact resolution.
• Deliver coaching and feedback interventions to enhance team performance and service delivery.
• Collaborate with cross-functional stakeholders to drive customer experience and process improvement initiatives.
• Maintain training records, quality assessments, and performance reports to track effectiveness.

Skills

Facilitation

Coaching

Stakeholder management

Training design

Quality assurance

Analytics

Job description

About the job

We are looking for a passionate Training & Quality professional to support the development of customer service excellence through impactful training programs, quality assurance initiatives, and continuous improvement practices.

Key Responsibilities

• Design, coordinate, and deliver training programs aligned with customer service standards and business objectives.
• Identify training needs, skill gaps, and development opportunities across customer service teams.
• Support onboarding and capability-building initiatives for new and existing employees.
• Ensure compliance with aviation regulations, safety standards, and quality processes.
• Conduct quality audits of customer interactions and recommend improvement opportunities.
• Monitor key performance metrics such as customer satisfaction, response times, and first-contact resolution.
• Deliver coaching and feedback interventions to enhance team performance and service delivery.
• Collaborate with cross-functional stakeholders to drive customer experience and process improvement initiatives.
• Maintain training records, quality assessments, and performance reports to track effectiveness.

What We're Looking For

Experience in Training, Learning & Development, Quality Assurance, or Customer Experience functions

Strong facilitation, coaching, and stakeholder management skills

Knowledge of customer service operations, quality frameworks, and performance metrics

Exposure to aviation, airline, hospitality, BPO, or service industries preferred

Analytical mindset with the ability to derive insights and drive continuous improvement

Why Join Us?

Be part of a fast-growing airline where customer experience is at the heart of everything we do. You'll play a key role in shaping service excellence, developing talent, and enhancing customer satisfaction across the organization.