Associate-Training & Quality (Gurugram, HO) at Air India: Book Domestic & International Non-Stop Direct Flights

Key Activities

• Monitor and assess the quality of customer interactions across all contact centre channels including inbound and outbound calls, emails, and live chats.
• Evaluate agent performance against defined quality criteria and company policies.
• Provide constructive feedback and coaching to contact centre agents to improve their customer service skills and maintain defined compliance.
• Design and implement quality evaluation programs and metrics to track individual and team performance.
• Prepare detailed quality reports for management highlighting compliance levels, areas of excellence, and opportunities for improvement.
• Conduct root-cause analysis to identify knowledge or compliance gaps on escalations.
• Ensure adherence to regulatory & internal compliance standards for cust interactions.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.
• Monitor and evaluate the effectiveness of transactions through assessments, feedback, and performance metrics analysis.
• Assist the Manager in strategic planning, target achievement, and implementation of initiatives to drive overall team performance and customer satisfaction.
• Understand action plans that drive CSAT
• Identify TNIs and Provide TNAs to training and Ops (including vendor teams) for improvement on top defects.
• Ensure all communications reflect the airline’s tone of voice, brand promise, and customer-first approach.
• Prepare weekly/monthly performance reports with trend analysis and share insights with stakeholders.
• Work effectively with outsourced vendor teams to maintain consistent service quality.
• Focus on reducing variance by periodical Calibrations process.

Internal Interfaces

Internal Team

To work closely with all verticals in CC team in day-to-day coordination

Minimum Education requirements

•  Graduate (Any stream)

Experience

Minimum

Desired

• Overall  2+ (upto 5)years’ experience in travel domain with focus on training, coaching & quality assurance.

• Previous experience in Training and Quality domain preferably in travel domain (Airline , Agency, OTA, Hospitality).
• Should possess Contact centre experience with Good communication skills, both verbal and written, with the ability to communicate in English and deliver feedback effectively.