Senior Manager, Training and Quality

About the role

We are looking for a Senior Manager to lead the design, implementation and continuous improvement of training and quality assurance programmes for our customer‑facing teams. The role ensures consistent service delivery, compliance and capability development while fostering a high‑performance, customer‑centric culture.

Key responsibilities

• Translate business requirements into effective training and QA initiatives.
• Develop, maintain and monitor QA standards, formats and training curricula.
• Define key performance indicators, conduct training needs analyses and create QA training plans.
• Provide feedback, coach and mentor teams to support career progression.
• Collaborate with operations to build data‑driven measurement and reward systems.
• Track customer experience metrics, recommend improvements and address vendor concerns.
• Prepare and present quality reports and oversee QA/trainer performance reviews.

Required profile

• Bachelor’s degree and a mandatory QA certification.
• Train‑the‑Trainer certification or workshop attendance.
• At least 15 years of experience in QA/training, with 10 years in a managerial capacity.
• Six Sigma Green Belt certification; experience in the aviation industry and completion of multiple Six Sigma projects is a plus.

Required skills

• Strong communication and problem‑solving abilities.
• Collaboration across cross‑functional teams.
• Expertise in QA methodologies and facilitation.
• Proven training delivery, coaching and questioning techniques.