Qatar Airways is currently hiring for the position of Quality and Training Manager at its Customer Contact Centre located in Ahmedabad, India.
As Quality and Training Manager you will be responsible to Manage implementation of QR Customer Contact Centre quality and training standards, Implement QA initiatives, continuous qualitative improvement in the service delivery & support and advise Contact Centre Managers on quality and training needs and requirements.
Responsibilities:
Analyse existing training courses and seek to standardize all trainings with particular focus on effective induction and on-boarding training for new recruits
Analyse requirements for compliance training including data protection and dangerous goods.
Develop and manage maintaining a training database and ensure compliance with all training requirements.
Introduce new training methodologies including Web based Training (WBT), Computer based Training (CBT) and E-learning.
Assist line manager in developing and introduce quality assurance standards at European Contact Centre and across the network.
Implement the standardized QR Contact Centre quality assessment methodology for all call and non-call services.
Manages implementation, documentation and communication of all changes to the set the quality process.
Provide training, coaching, feedback and assistance to the team to make sure new policies and procedures for quality are understood.
Optimize the training process and reduce the duration of training to improve productivity through ongoing improvement of training methodologies and the utilization of web-based training; computer-based training and E-learning.
Assist department in introducing a global training database to ensure timely compliance with all local and global training requirements.
Identify areas of development and improvement and make suggestions to support KPI. Identify prevalent trends and recommend immediate resolution techniques.
Provide trend data to site management and global CC management by performing quality monitoring to highlight performance gaps.
Prepare Quality summary by analyzing internal and external quality reports to highlight performance gaps
Develop a small pool of trainers who can, on demand, be used locally and across the network when and where required.
Coordinate and initiate ongoing trainer qualifications to ensure local training requirements are covered at all times.
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