Job Description

Associate Manager (Training & Quality)
Location: Gurugram
Department: Customer Service / Commercial Job Overview
The Associate Manager Training & Quality is responsible for supporting training programs and ensuring the quality of customer service operations. The role focuses on improving team skills, maintaining service standards, and ensuring consistent customer experience. Key Responsibilities Training
Identify training needs for customer service teams.
Prepare and deliver training sessions for new joiners and existing staff.
Update training materials regularly as per business requirements.
Organize onboarding, induction, and refresher training programs. Quality Assurance
Monitor customer interactions to ensure quality standards are met.
Conduct audits and share feedback with the team.
Track key quality metrics like QA scores, response time, and customer satisfaction.
Identify areas of improvement and suggest corrective actions. Coordination & Reporting
Work with internal teams to share updates and process changes.
Maintain records of training and quality reviews.
Prepare reports for management on performance and training effectiveness. Skills Required
Good communication and interpersonal skills
Strong coordination and planning ability
Customer-focused approach
Ability to motivate and guide teams
Problem-solving and analytical thinking Education & Experience
Bachelor's degree (any field)
Minimum 3 years of experience in training, quality, or customer service
Experience in aviation or customer-facing roles (preferred)
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Skills Required