Associate Manager - Training & Quality

Air India Express · India

We are looking for a passionate Training & Quality professional to support the development of customer service excellence through impactful training programs, quality assurance initiatives, and continuous improvement practices.

Key Responsibilities

• Design, coordinate, and deliver training programs aligned with customer service standards and business objectives.
• Identify training needs, skill gaps, and development opportunities across customer service teams.
• Support onboarding and capability-building initiatives for new and existing employees.
• Ensure compliance with aviation regulations, safety standards, and quality processes.
• Conduct quality audits of customer interactions and recommend improvement opportunities.
• Monitor key performance metrics such as customer satisfaction, response times, and first-contact resolution.
• Deliver coaching and feedback interventions to enhance team performance and service delivery.
• Collaborate with cross-functional stakeholders to drive customer experience and process improvement initiatives.
• Maintain training records, quality assessments, and performance reports to track effectiveness.

What We're Looking For

✅ Experience in Training, Learning & Development, Quality Assurance, or Customer Experience functions

✅ Strong facilitation, coaching, and stakeholder management skills

✅ Knowledge of customer service operations, quality frameworks, and performance metrics

✅ Exposure to aviation, airline, hospitality, BPO, or service industries preferred

✅ Analytical mindset with the ability to derive insights and drive continuous improvement

Why Join Us?

Be part of a fast-growing airline where customer experience is at the heart of everything we do. You'll play a key role in shaping service excellence, developing talent, and enhancing customer satisfaction across the organization.