Training And Quality Manager

We are seeking an experienced Training & Quality Manager to lead and strengthen the learning, performance, compliance, and customer experience outcomes for our Voice Customer Service process in the Travel / OTA domain.

The ideal candidate must bring strong expertise in:

Travel agency / airline operations

GDS (Amadeus / Sabre / Galileo)

Quality frameworks

Six Sigma / Process Improvement

Customer service performance management

This role will be responsible for training automations, strategy, quality improvement, performance metrics, SOPs, coaching frameworks, RCA, process optimization and continuous improvement initiatives across the contact center.

Primary Responsibilities

1. Training & Development

Design, develop, and deliver initial, refresher, and advanced training programs for:

• Voice agents
• QA analysts
• Team leaders (process, product, soft skills, GDS, complianc...