Senior Manager - Training & Quality

Job Description

Senior Manager – Training & Quality  

Job Purpose  
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.