About the role:
We are currently recruiting for Quality and Training Manager for Customer Contact Centre in Ahmedabad, India.
The role is responsible to manage implementation of QR Customer Contact Center quality and training standards. You will be responsible for the local analysis of quality results and production of reports on Key Performance Indicators, as well as for the development of measure and methods to ensure the quality aims. You will implement effective quality assurance initiatives; assist in achieving continuous qualitative improvement in the service delivery through all customers contact channels. You will provide support and advice Contact Center Managers on quality and training needs and requirements.
Specific responsibilities for the role include:
- Analyze existing training courses and standardize all training with particular focus on new hire training and on job training.
- Develop a training database and ensure compliance with all training requirements at local level.
- Explore and introduce new training methodologies including Web base Training, Computer based Training and E-learning.
- Analyze requirements for compliance training including data protection and dangerous goods.
- Assist in developing and introduce quality assurance standards at Ahmedabad Contact Center.
- Provide trend data to site management and global CC management by performing quality monitoring to highlight performance gap.
- Create local quality action plans and track their progress to ensure constant quality improvement.
- Identify areas of development and improvement and make suggestions to support KPI.
- Identify prevalent trends and recommend immediate resolution techniques.
- Prepare quality summary by analyzing internal and external quality reports to highlight performance gaps.
- Conduct need based refresher trainings based on training need analysis and change in policy.
Be part of an extraordinary story:
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
About you:
To be successful in the role, you must have the following qualification and skills:
- Bachelor’s Degree or equivalent, having minimum 5 years of job-related experience
- Should have an Airline Contact Centre experience
- Experience Speech and Voice Analytics will be an added advantage.
- Lean or Six Sigma will be an added advantage
- Excellent written and spoken English.
- Development of training concepts
- Should have leadership skills, strong mentoring and coaching skills
- Ability to delegate work, set clear direction and manager workflow
- Ability to work under pressure and achieve results with short lead times.
- Strong interpersonal and organization skills, ability to work within defined procedures.
- Strong leadership qualities including delegation of authority & taking initiatives
- Strong MS Excel, Powerpoint and BI skills required
About Qatar Airways Group:
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
How to apply:
If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.
