Job Description

Trainer (CX)

We are seeking a skilled Trainer (CX) to deliver high-impact training programs for a global airline customer experience process. This role is central to ensuring that new hires and existing employees are equipped with the knowledge and skills required to deliver exceptional customer service across phone, chat, and email channels.

The ideal candidate will have hands-on experience in airline operations training and a passion for facilitating learning in a fast-paced, dynamic environment.

Key Responsibilities

1. Training Delivery

Conduct instructor-led training (ILT) sessions for new hire onboarding, cross-training, and upskilling across CX channels.

Deliver training on core airline workflows including bookings, cancellations, exchanges, codeshares, and ancillaries.

Ensure training sessions are engaging, interactive, and aligned with business and compliance standards.

Facilitate On-the-Job Training (OJT) for new hires, ensuring individual performance meets defined qualitative and quantitative benchmarks required for successful transition from training to production

2. Learner Engagement & Assessment

Monitor learner progress through assessments, quizzes, and feedback mechanisms.

Provide coaching and support to learners during and post-training to ensure knowledge retention and application.

Identify learning gaps and recommend interventions to improve performance.

3. Content Familiarization & Feedback

Stay updated with training content, SOPs, and process changes.

Provide feedback for content development / update to enhance training material

Ensure training delivery complies with industry regulations

4. Collaboration & Reporting

Collaborate with operations, quality, and training teams to align training delivery with business needs.

Maintain accurate training records, attendance, and post-training performance data.

Participate in calibration sessions and contribute to continuous improvement initiatives.

Ideal Candidate Profile

Must-Have:

3-5 years of progressive experience in training roles, with at least 1-2 years in a Sr. Trainer or assistant manager capacity.

Experience in airline or OTA CX operations, with exposure to high-volume environments.

Strong understanding of airline workflows: bookings, cancellations, exchanges, codeshares, ancillaries.

Excellent facilitation, communication, and stakeholder management skills.

Preferred:

Exposure to instructional design principles and blended learning models (ILT, e-learning).

Familiarity with global airline compliance standards and travel industry regulations.

Ability to work in a fast-paced, multi-site environment and travel as needed.

Position details:

Location: Mohali | Full-time, On-site

Working Days: 5 Days a Week

Reporting To: Assistant Manager (CX) / Manager Training (CX)

Job Types: Full-time, Permanent

Pay: Up to ₹800,000.00 per month

Work Location: In person