Quality and Training Manager – Customer Contact Centre

About the role

Qatar Airways is seeking a Quality and Training Manager for its Customer Contact Centre in Ahmedabad, India. You will lead the implementation of quality standards and training programmes, ensuring consistent service excellence across all call and non‑call interactions.

Key responsibilities

• Analyse and standardise existing training courses, focusing on effective induction and onboarding for new recruits.
• Develop and maintain a training database to ensure compliance with data‑protection, dangerous‑goods, and other regulatory requirements.
• Introduce and manage modern training methodologies such as Web‑based Training (WBT), Computer‑based Training (CBT) and e‑learning solutions.
• Assist line managers in establishing quality‑assurance standards across the European Contact Centre network.
• Implement QR Contact Centre quality assessment methodology for all services and communicate any process changes.
• Provide coaching, feedback and training to staff to embed new quality policies and procedures.
• Optimise training duration and productivity through continuous improvement of training methods.
• Support the creation of a global training database to meet local and global compliance timelines.
• Monitor performance trends, prepare quality summaries and recommend corrective actions to close performance gaps.
• Develop a pool of qualified trainers for on‑demand deployment across the network.

Required profile

• Proven experience in quality management and training within a contact‑centre or customer‑service environment.
• Strong analytical skills to assess training needs, compliance requirements and performance data.
• Ability to design, implement and continuously improve training programmes and quality standards.
• Excellent communication and coaching abilities to influence and support teams.
• Detail‑oriented with a focus on documentation, reporting and process governance.

Required skills

• Web‑based Training (WBT) platforms
• Computer‑based Training (CBT) tools
• E‑learning solutions
• Quality assessment methodology implementation