Associate- Airline Contact Centre Quality

2 days ago

Gurgaon, Haryana, India Aviation Indeed™️ Full time ₹ 60,00,000 - ₹ 80,00,000 per year

Job Title: Associate - Training & Quality

Key Accountabilities

Key Activities

Monitor and assess the quality of customer interactions across all contact centre channels including inbound andoutbound 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 andmaintain 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, andopportunities 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 metricsanalysis.

Assist the Manager in strategic planning, target achievement, and implementation of initiatives to drive overall teamperformance 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.

Skills/Qualities Required

Possess strong understanding of airline customer service processes (reservations, ticketing, baggage, flightdisruptions, loyalty programs).

Demonstrate good written and verbal communication skills in English; additional languages will be anadvantage to the business.

Should be flexible with 24/7 working environment.

Awareness of Quality Tools, telephony systems (Genesys), CRMs, etc.

MS Office- PowerPoint, Excel, Outlook

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