Training and Quality Manager

Yatra.com; Gurugram District; On-site; INR 800,000 - 1,800,000; Full time

Job summary

Yatra.com in Gurugram is seeking a leader to manage the Training and Quality department. You will oversee program design, coordinate with internal and external teams, and drive performance improvements across training initiatives.

The role emphasizes standardizing training, mentoring staff, and delivering soft skills, customer service, coaching, and feedback training while ensuring regular calibrations, reviews, and data-driven improvements.

Responsibilities

• Managing Training and Quality department
• Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
• To ensure continuous improvement in the training performance of the process.
• To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements.
• Mentoring and developing skills of training staff.
• Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff
• Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring
• Vendor Management & conducting reviews from the aspect of training requirements
• Hands on experience of creating modules, training planners for the processes.
• Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with stakeholders
• Report performance and statistics through daily weekly and monthly reports submitted to the stakeholders
• Conducting / attending regular Calibrations and process knowledge tests with team to maintain level of knowledge of the Agents
• Provide analysis on areas of opportunity and action plans to improve performance.
• Being proactive in identifying learning and development needs of the team members/adviso

Job description

Role & responsibilities

• Managing Training and Quality department
• Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
• To ensure continuous improvement in the training performance of the process.
• To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements.
• Mentoring and developing skills of training staff.
• Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff
• Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring
• Vendor Management & conducting reviews from the aspect of training requirements
• Hands on experience of creating modules, training planners for the processes.
• Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with stakeholders
• Report performance and statistics through daily weekly and monthly reports submitted to the stakeholders
• Conducting / attending regular Calibrations and process knowledge tests with team to maintain level of knowledge of the Agents
• Provide analysis on areas of opportunity and action plans to improve performance.
• Being proactive in identifying learning and development needs of the team members/adviso