Senior Manager, Training and Qualit... Air India, Gurugram

Tata Sons Private Limited; Gurugram District; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Tata Sons Private Limited in India is seeking a Senior Manager - Training & Quality to lead the design, implementation, and refinement of training and QA frameworks across customer-facing teams. You will drive continuous improvement, embed customer-centricity, and foster a high-performance culture aligned with company values.

You will translate business needs into initiatives, develop QA standards, define KPIs, mentor teams, collaborate with operations, and present quality reports.

Qualifications

• Bachelor's degree and QA certification are mandatory.
• Train-the-Trainer certification or workshop attendance.
• 15+ years in QA/training with 10+ years in team management.
• Six Sigma Green Belt certification.
• 18+ years in QA/training leadership and aviation industry experience (desirable).

Responsibilities

• 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

Strong communication skills

Problem-solving and troubleshooting

Collaboration across teams

QA methodologies expertise

Facilitation and training delivery

Coaching and questioning techniques

Education

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

18+ years in QA/training leadership, aviation industry (desirable)

Job description

Senior Manager - Training & Quality

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.