Quality and Training Manager

Qatar Airways Group; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Qatar Airways Group is seeking a Quality and Training Manager for the Customer Contact Centre in Ahmedabad, India. You will lead quality and training standard implementations, drive QA initiatives and advise centre managers on training needs.

Responsibilities include standardizing trainings, maintaining a compliant training database, and introducing WBT/CBT/E-learning, while monitoring trends to close performance gaps across the network.

Qualifications

• Excellent written and spoken English; strong communication skills.
• Experience in delivering training sessions to groups of 10+.
• Ability to develop and implement training concepts and standards.

Responsibilities

• Analyse existing training courses and standardize trainings with focus on induction.
• Develop and maintain a training database ensuring compliance across local/global requirements.
• Introduce WBT, CBT and E-learning methodologies.
• Assist in developing quality assurance standards at the Contact Centre and across the network.
• Implement standardized quality assessment methodologies for call and non-call services.
• Provide training, coaching and feedback on new policies and procedures.
• Optimize training processes to reduce duration and improve productivity.
• Identify development areas to support KPIs and report trends to management.
• Coordinate ongoing trainer qualifications to cover local training needs.

Skills

Excellent written and spoken English

Training delivery

Training concept development

People management

Coaching and mentoring

Education

HSC/ Diploma or Equivalent

Bachelor's Degree or Equivalent

Job description

Qatar Airways is currently hiring for the position of Quality and Training Manager at its Customer Contact Centre located in Ahmedabad, India.

As Quality and Training Manager you will be responsible to Manage implementation of QR Customer Contact Centre quality and training standards, Implement QA initiatives, continuous qualitative improvement in the service delivery & support and advise Contact Centre Managers on quality and training needs and requirements.

Responsibilities:

Analyse existing training courses and seek to standardize all trainings with particular focus on effective induction and on-boarding training for new recruits

Analyse requirements for compliance training including data protection and dangerous goods.

Develop and manage maintaining a training database and ensure compliance with all training requirements.

Introduce new training methodologies including Web based Training (WBT), Computer based Training (CBT) and E-learning.

Assist line manager in developing and introduce quality assurance standards at European Contact Centre and across the network.

Implement the standardized QR Contact Centre quality assessment methodology for all call and non-call services.

Manages implementation, documentation and communication of all changes to the set the quality process.

Provide training, coaching, feedback and assistance to the team to make sure new policies and procedures for quality are understood.

Optimize the training process and reduce the duration of training to improve productivity through ongoing improvement of training methodologies and the utilization of web-based training; computer-based training and E-learning.

Assist department in introducing a global training database to ensure timely compliance with all local and global training requirements.

Identify areas of development and improvement and make suggestions to support KPI. Identify prevalent trends and recommend immediate resolution techniques.

Provide trend data to site management and global CC management by performing quality monitoring to highlight performance gaps.

Prepare Quality summary by analyzing internal and external quality reports to highlight performance gaps

Develop a small pool of trainers who can, on demand, be used locally and across the network when and where required.

Coordinate and initiate ongoing trainer qualifications to ensure local training requirements are covered at all times.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before.

Together, everything is possible

Qualification

Qualifications Required:

• HSC/ Diploma or Equivalent with Minimum 5 years of job-related experience or Bachelor's Degree or Equivalent with Minimum 4 years of job-related experience

Job specific Skills

• Excellent written and spoken English
• Ability to conduct Training Sessions to groups of 10 or more
• Ability to develop training concepts
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.